Account/Membership disappeared

[KCPR]

I have a membership deal for SkySports via NOW but my account has disappeared and I am seeing the Now Entertainment package that my partner has got via BT. NOW is still taking money for my Sports Membership and I still want access to the Sports package that I have had running for several months. Please will someone from NOW restore my account for the Sports package. I would have asked for help via the Help Bot but none of the preset questions were right for my query so I kept running into a dead-end.  Also is there a telephone number for contacting you to sort this out?

[gavs82008]

@KCPR 

Speak to staff via live chat. By clicking “chat online” within the green box, do NOT press “get help quicker” as this is a bot.
https://help.nowtv.com/article/how-to-submit-a-complaint

[KCPR]

Really helpful, thanks.

[redchiz1]

@KCPR Are you sharing a device with your partner to view NOW TV? If so, you will need to log in and out separately each time using your individual account details if you want to watch the differently subscribed memberships. 

[KCPR]

Yes, that's great. Will check it out, thanks.

[RoyB]

@KCPR @redchiz1 

I’m going to assume, if your partner lives in the same dwelling as you, that you have BT as your ISP, and your partner subscribes to BT TV, but you have a separate Sports Membership direct with Now.

In which case it is everything @redchiz1 says above and more, because BT will quietly default all your devices’ Now logins back to the BT account every chance it gets.

So while you will need to log the device you want to use out of the BT account and into your Now account to watch your Sports Membership, both you and your partner will usually find any device, excepting one you have just used, set (back) to the BT Now account.

[KCPR]

Thanks for the insight, that fits. Will look into it.