Help with playback and the app

Playback problems

1. Confirm the media is still accessible from its original source.
2. Try opening it directly from Xelvo or through Android's file picker.
3. For a network address, confirm the network is available and retry with HTTPS where the source supports it.
4. Check the visible audio-track and subtitle controls if video, sound, or captions are not as expected.

Compatibility depends on the media, codec, container, Android version, and device. Xelvo does not guarantee every file or format.

Missing media or folders

• Review Android media or folder access for Xelvo. A denied or revoked permission can limit what appears.
• Use the app's refresh action after adding, moving, or renaming media outside Xelvo.
• Opening one item from another app does not grant access to scan the surrounding folder.

Ads, privacy, and purchases

Ad privacy options

Where UMP makes them available, open Ad privacy options from Xelvo's Privacy & legal area to review or update advertising and Analytics storage choices. Xelvo remains fully usable whichever option you choose. Ads may become non-personalized, limited, or unavailable. A change affects eligible future processing and cannot promise deletion of provider history. With Analytics storage declined, Google may still receive limited, non-persistent consent and activity signals without Advertising ID, cookies, or Analytics identifiers.

Usage and crash diagnostics

Analytics follows Google privacy options where required. Crashlytics is separately enabled by default for reliability. Every user can turn it off at Privacy & legal → Data collection. Crash collection fully stops after Xelvo restarts, when waiting reports are deleted. Uploaded reports cannot be recalled. Local playback is never affected.

Ad-free access is missing

Confirm Google Play is using the account that made the purchase and that the purchase is active. Use the app's purchase restore path when available before contacting support.

Billing or refund question

Google Play processes payment, renewal, cancellation, and refund details. Manage the purchase through Google Play. Xelvo support can help identify an app-side entitlement issue but cannot alter Google Play account history.

Android app storage and media files

Android system Clear storage or uninstall can remove Xelvo's app-local records and settings, subject to Android behavior. These are Android system actions, not an in-app bulk-clear feature.

Your media stays separate. Android Clear storage and uninstall do not delete source audio or video from the device.

A delete operation you explicitly confirm for selected media is separate. When Android authorization and the source allow it, that operation can delete the selected source file. Review its target and effect before confirming.

Xelvo has no account or approved backend and cannot identify or delete provider-held AdMob, Firebase, or Google Play records. Ad privacy options and the consent it records apply to eligible future requests or collection; provider controls and policies apply to information already held.

Open-source and relinking materials

Xelvo's version-specific FFmpeg source and static-link relinking packets are published with the Xelvo open-source releases. Select the release matching the Xelvo app version.

If the matching download is unavailable, email xelvo.support@gmail.com.

What to include in a support email

Useful details are:

• Xelvo app version.
• Android version and device model.
• Short steps that reproduce the problem.
• What you expected and what happened instead.
• General container or codec information, if known, without a filename or path.

Do not send media files, screenshots containing private content, filenames, folders, paths, URIs, media URLs, subtitles, lyrics, playlists, search terms, credentials, payment-card details, raw logs, or full database exports.

xelvo.support@gmail.com

Policies

Read the Privacy Policy for on-device data, Ad privacy, diagnostics, Google services, and Android app storage details. Use of Xelvo is also subject to the Terms of Use.