Category: Payments

Check subscription or pay-per-view pass details.

Posted on by Kiril Sotirovski
  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your Account button. Click it.*
  3. Click on My Details.
    In the My Purchases tab you can see details about your one-time Pay-Per-View passes.
    In the My Subscriptions tab you can see details about your Subscriptions.

    *If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

Subscription upgrade/downgrade.

Posted on by Kiril Sotirovski
  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your Account button. Click it.*
  3. Click on Subscriptions.
  4. Open the subscription you wish to update.
  5. Click on Change subscription plan.**
  6. Choose your new plan.
  7. Click Save changes.

Upgrades will happen and be billed immediately. A pro rata deduction for the unused portion of your old subscription will be applied to the charge for the new subscription.

 

Downgrades will happen and be billed after the expiration of your currently ongoing subscription cycle.
Note that after choosing to downgrade, you cannot change plans while you’re waiting for the downgrade to happen. You can change your plan again once the downgrade has happened.

 

*If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

 

**If you don’t see the Change subscription plan button, your subscription is not eligible for upgrade or downgrade.

Credit card change.

Posted on by Kiril Sotirovski
  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your Account button. Click it.*
  3. Click on Card details.
  4. Enter your new card details.
    Your cards are divided by currency.
    If you have purchased content in multiple currencies, there will be multiple card records, even if you’ve used the same card. So make sure to update all records.
  5. Click UPDATE.

    *If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.
    Note that you can only change your credit card if you have an active subscription, outside of a trial period. For one-time-payments or subscriptions that are still in their trial period the credit card cannot be changed.
    Note also that you cannot delete your credit card info. For that, you will need to delete your entire account. See Account deletion, to learn how to do this.

Redeem a gift.

Posted on by Kiril Sotirovski
  1. Go to the content webpage.
  2. Click on the content.
  3. Sign up for a new account using the same email address on which you’ve received the gift email.
  4. If there are multiple price options, select the one the voucher is intended for (check your gift email for info on this).
  5. On the final screen where you enter your payment details, click add voucher.
  6. Enter your gift voucher code.
    If the code is valid, you will see the price change at once.
  7. Finish by clicking PAY or SUBSCRIBE*.

*When using the gift voucher code to purchase a subscription, the discount is only applicable for the first subscription cycle. After the first cycle, you will be charged the regular subscription price, unless you cancel the subscription before the rebill date.

 

Note: When using a gift voucher to purchase a one-time-pass, you don’t have to enter any payment details. However, when using a gift voucher for a subscription, you will still have to enter your payment details. This is so our system knows where to charge the future payments for that subscription.

Discount voucher use.

Posted on by Kiril Sotirovski
  1. Click on the content you want to watch.
  2. Log into your account or Sign up for a new account.
  3. If there are multiple price options, select the one you want to purchase. Note that some vouchers might only be applicable for specific price options.
  4. On the final screen where you enter your payment details, click add voucher.
  5. Enter your discount code.
    If the code is valid, you will see the price change at once.
  6. Finish by clicking PAY or SUBSCRIBE.

Note: When using a 100% discount voucher to purchase a one-time-pass, you don’t have to enter any payment details. However, when using a 100% discount voucher for a subscription, you will still have to enter your payment details. This is so our system knows where to charge the future payments for that subscription.

Payment failed.

Posted on by Kiril Sotirovski

For credit card payments:

 

  • Make sure you are using a supported card: Visa, Master Card, Discover, Diners Club, American Express, and UnionPay.
    The following cards are not supported: JCB.
  • Make sure you are entering the card info correctly and manually. Don’t use copy/paste.
  • Contact your bank. Make sure there are no issues with the card or bank account, that you have enough funds, that online payments are enabled, and that your bank is not blocking the payment.
  • Clear your browser’s cache and cookies. Here is how to do it.
  • Access the website via private/incognito mode. Here is how to do it.
  • Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
  • Try using a different device.
  • Try using a different card.
  • Try using a different payment method (PayPal, Direct Debit, etc), if one has been made available on the final payment screen.

 

For Direct Debit payments:

 

  • Make sure you are entering the IBAN code correctly and manually. Don’t use copy/paste.
  • Contact your bank. Make sure there are no issues with the account, that you have enough funds, that online payments are enabled, and that your bank is not blocking the payment.
  • Clear your browser’s cache and cookies. Here is how to do it.
  • Access the website via private/incognito mode. Here is how to do it.
  • Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
  • Try using a different device.
  • Try using a different payment method (Credit Card, PayPal etc), if one has been made available on the final payment screen.

 

For in-app payments:

 

  • Restart your device.
  • Uninstall and reinstall the app where you’re making the purchase.
  • Make sure there isn’t an issue with your in-app payment account and that it has been set up with a valid payment method.
  • Make sure there isn’t an issue with your bank account or card and that you have enough funds.
  • Try using a different device.

Cancel subscription.

Posted on by Kiril Sotirovski

For subscriptions made via browser:

 

  1. Log into your account.
  2. In the bottom-right corner of the screen, you will see your Account button. Click it.*
  3. Click on My Details.
  4. Click on My Subscriptions.
  5. Select the subscription you want to cancel and click Cancel subscription.
  6. Confirm the cancellation by clicking YES, CANCEL.
    You will keep your access until the ongoing subscription period expires.

    *If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

 

 

For subscriptions made via Google Play:

 

Using an Android phone or a tablet:

 

  1. On your Android phone or tablet, open the Google Play Store .
  2. Check if you’re signed in to the correct Google Account.
  3. Tap on your profile icon in the top right corner.
  4. Tap Payments & subscriptions and then, tap Subscriptions.
  5. Select the subscription you want to cancel.
  6. Tap Cancel subscription.
  7. Follow the instructions.

 

Using a computer:

 

  1. Go to play.google.com.
  2. Check if you’re signed in to the correct Google Account.
  3. Click on your profile icon in the top right corner.
  4. Click Payments & subscriptions and then click Subscriptions.
  5. Select the subscription you want to cancel.
  6. Click Manage and then Cancel Subscription.

 

 

For subscriptions made via Apple iTunes:

 

Using an iPhone or iPad:

 

  1. Open the Settings app. 
  2. Tap your name, then tap Subscriptions.* 
  3. Tap the subscription that you want to manage.
  4. Choose a different subscription option, or tap Cancel Subscription.
    If you don’t see Cancel Subscription, the subscription is already canceled and won’t renew.

    *If you don’t see Subscriptions in the Settings app, tap iTunes & App Store instead. Tap your Apple ID (which is usually your email address), then tap View Apple ID. Sign in, scroll down to Subscriptions, then tap Subscriptions.

 

Using a computer:

 

  1. Open iTunes.
  2. From the menu bar at the top of the iTunes window, choose Account, then choose View My Account. You might be asked to sign in with your Apple ID.
  3. Click View Account.
  4. Scroll to the Settings section. Next to Subscriptions, click Manage.
  5. Click Edit next to the subscription that you want.
  6. Choose a different subscription option or click Cancel Subscription.
    If you don’t see Cancel Subscription, then the subscription is already canceled and won’t renew.

 

 

For subscriptions made via Roku:

 

From your Roku streaming device:

 

  1. Press the Home button home on your Roku remote.
  2. Locate and access options for a subscription channel in one of the following ways.
  • From your channel lineup
    • Select Home.
    • Use the arrow buttons on your remote to highlight a subscription channel.
    • Press the Star button star on your remote.
  • From the Channel Store
    • Scroll down and select Streaming Channels.
    • Browse a category or genre, or search for a subscription channel.
    • Press the OK button OK on your remote.
  1. Once you access options, select Manage subscription to view the renewal date and access additional options.
  2. To unsubscribe, select Cancel subscription. Confirm by choosing to remove the channel immediately or keep it for the remainder of the subscription term.

 

Using a computer:

 

  1. Go to my.roku.com on your computer or smartphone.
  2. If prompted, sign in to your Roku account.
  3. Click on Manage your subscriptions.
  4. When the “My subscriptions” page loads, you will find all your channel subscriptions that get billed by Roku, along with terms, status, and renewal date of each subscription. Subscriptions that were purchased directly from the service provider or otherwise purchased outside of the Roku Channel Store will not be listed here.
  5. Select Unsubscribe.

 

 

For subscriptions made via Amazon:

 

  1. Go to Your Memberships and Subscriptions.
  2. Select [App Name] Settings next to the subscription you’d like to cancel.
  3. Click the dropdown under Actions on the right and select Turn off auto-renewal. Confirm the cancelation.

Paid, but no access.

Posted on by Kiril Sotirovski

Make sure you are logging in with the same email and password you set up during registration and payment.
This will be the email on which you’ve received the registration and/or payment confirmation.

 

If you used Facebook, Google or Twitter to sign up and pay, make sure you use them now as well.

If you are sure you are using the correct account, try the following:

  • Refresh your browser page.
  • Make sure you are not using a VPN.
  • Clear your browser’s cache and cookies. Here is how to do it.
  • Access the website via private/incognito mode. Here is how to do it.
  • Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
  • Try using a different device.
  • Try using a different network like another WiFi connection, 4G or a Hotspot.

 

 

Performing the Strong Customer Authentication steps (EU only)

 

For EU payments, our system supports SCA (Strong Customer Authentication). This means that after completing a payment on the paywall screen, you will sometimes be prompted to confirm that payment with your bank before it can be marked as successful.


By default, you will be asked to perform the SCA right after you complete the payment on the paywall.

However, if this wasn’t the case, just follow these steps to complete the authentication:

 

  1. Go to your Inbox (or Spam/Trash folders).
  2. You will find an email with the subject Payment Authentication Required. Open it.*
  3. Click the Confirm Payment button.
  4. You will be redirected to your bank’s chosen method of authentication.
  5. Follow your bank’s instructions and complete the SCA.
    Once you’re done, your payment will be confirmed in our system and you will have access to your content.

    *If you cannot find the Payment Authentication Required email, go ahead and make a new payment, completing the SCA right afterwards. This doesn’t mean you will have to pay twice, since your original payment was never actually processed due to the SCA not having been completed.

 

 

iDeal payments

 

After making your iDeal payment, you will be forwarded to your bank’s webpage where you will need to confirm your payment.

After confirming your payment there, it might take up to 10 minutes for your payment to be completed. Please make sure to wait a while and then simply come back to the content page.

 

If you didn’t manage to confirm your payment on your bank’s interface for whatever reason, please make a new payment.
Don’t worry. You will not be charged twice if you haven’t confirmed your first payment.

 

 

In-app payments

 

If you’ve made a purchase via Google Play or Apple iTunes but you still don’t have access to the content, try restoring your purchase by doing the below steps.

Note that you always need to log into the app where you watch the content with the same account as the one you used to purchase the content originally.

 

For Google Play:

 

  1. Check if you are logged in with the correct Google account on your device.
  2. Open the app where you made your purchase.
  3. Go to the account and subscription details, and tap the Restore button.
    Don’t worry, restoring your purchase does not mean you have to pay again.
  4. Restart the app, if needed.

 

For Apple iTunes:

 

  1. On your iOS device, tap Settings.
  2. Go to iTunes & App Stores.
  3. Tap your Apple ID and password.
  4. Tap Sign Out.
  5. Enter your Apple ID (the same one as the one used to purchase).
  6. Open the app where you made your purchase.
  7. Go to the account and subscription details, and tap the Restore button.
    Confirm your password if necessary.
    Don’t worry, restoring your purchase does not mean you have to pay again.
  8. Restart the app, if needed.