Support

Matio is a streaming service for original short series from the Matio studio. It is run by DEEP ORDINARY LTD, registered in England and Wales (company no. 17381666), registered office: 66 Paul Street, London EC2A 4NA, United Kingdom.

Write to [email protected]. It is our one address for everything: help with your account, the website or the app, a subscription, and requests about your personal data.

We aim to reply within a few working days. Requests about your personal data are answered within 30 days, as our Privacy Policy says (section 7).

It helps if you write from the email address of your Matio account and tell us whether you use the website or the app, and on which device.

Matio has no passwords. To sign in or create an account, you enter your email address, we email you a one-time code, and you type the code in to continue. The email is sent for us by Clerk, the company that runs sign-in for Matio. Instead of the emailed code, you can also continue with Apple or Google.

If the code doesn’t arrive:

• Look in your spam or junk folder — and, in Gmail, under Promotions and Updates.
• Check that the email address you typed is right. In the app, “Use a different email” takes you back to correct it.
• Wait a minute, then ask for a new code: “Resend code” in the app, “Resend” on the website. Use the newest code — an earlier one may no longer work.
• Still nothing? Write to [email protected] from the address you are signing in with, and we’ll look into it.

In the app: open the Account tab and tap Delete account. The app asks you twice. First it tells you what will be erased: your account, your watch progress and your new-episode reminders — and that an active subscription is cancelled at the end of the current billing period, so you won’t be charged again. Then it reminds you that this can’t be undone. When you confirm, your account is deleted straight away.

On the website: sign in on matio.tv, open the menu behind your profile picture at the top of the page and choose Manage account. Under Security, choose Delete account and confirm by typing “Delete account”. Your account and the data we keep with it are deleted, as in the app.

Or write to [email protected] from the email address of your account and ask us to delete it. We check that the request comes from you, delete your account and the data we keep with it in the same way, and reply when it’s done.

Deleting the app from your phone does not delete your account. A few records outlive the account — for example, the billing records Stripe keeps for as long as tax law requires. Our Privacy Policy explains what is kept and for how long (sections 6 and 11), and your other rights over your data — to see it, get a copy of it or correct it — in section 7.

Nothing is sold in the Matio app. A subscription bought on the website is managed there: sign in on matio.tv and choose Manage subscription — in the menu behind your profile picture at the top of the page, or in the links at the bottom. You can cancel there: the subscription stops renewing, and you keep access until the end of the period you have already paid for.

Deleting your account also cancels an active subscription at the end of the current billing period, so you won’t be charged again.

• Privacy Policy — what personal data we keep, why, for how long, and your rights.
• Terms of Service — the rules of the service.
• Cookie Policy — the cookies the website uses and how to manage them.