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:
- Go to your Inbox (or Spam/Trash folders).
- You will find an email with the subject Payment Authentication Required. Open it.*
- Click the Confirm Payment button.
- You will be redirected to your bank’s chosen method of authentication.
- 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:
- Check if you are logged in with the correct Google account on your device.
- Open the app where you made your purchase.
- 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. - Restart the app, if needed.
For Apple iTunes:
- On your iOS device, tap Settings.
- Go to iTunes & App Stores.
- Tap your Apple ID and password.
- Tap Sign Out.
- Enter your Apple ID (the same one as the one used to purchase).
- Open the app where you made your purchase.
- 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. - Restart the app, if needed.