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Rev_Stuart_Lane
Advocate

Account restarted without permission

Hi, I just noticed that I've been paying £9.99 for Now TV since November 21.  I haven't been a NOW TV customer since 2020, and when I asked what was going on I was told that someone used my login details in 2021.  My devices all show the account hasn't been used since 2020 so what's going on, NOW TV refuses to accept they might be in the wrong.

 

Has anyone else experienced anything like this?  Did they get to the bottom of it with Now TV?  

8 Replies
gavs82008
Legend 5
Legend 5

@Rev_Stuart_Lane 

If someone is using your account, I’d change your password and put a payment PIN on it.

https://help.nowtv.com/article/change-password
https://help.nowtv.com/article/change-pin-settings

 

Otherwise I’d keep pestering support until you can come to a resolution.

Just make sure you click “chat online” within the green box and not “get help quicker” as this is a bot.

https://help.nowtv.com/article/how-to-submit-a-complaint

 

Address for support is in the below picture.

gavs82008_0-1653499134791.jpeg

 

FYI that I do not work for NOW, just a NOW customer trying to help
redchiz1
Elite

@Rev_Stuart_Lane Sound advice above, but one question you should ask yourself: did you ever share your membership/login details with anyone else?

Rev_Stuart_Lane
Advocate

Hi thanks for getting back to me, no I've never shared my login details.

schnapps
Legend 5
Legend 5

Hi @Rev_Stuart_Lane 

 

The date and time under your account device list only tells when somebody has actually watched any NOW content and can't track when somebody is navigating or browsing the NOW App or buying / starting a Membership.

 

Have you also checked under your emails / spam/ deleted folders of any NOW correspondence around November 2021.

Rev_Stuart_Lane
Advocate

I haven't checked emails, thanks for the tip.
Rev_Stuart_Lane
Advocate

Hi, just checked, no emails from Now TV from  that period.  Not sure if that's a good or bad thing.

schnapps
Legend 5
Legend 5


@Rev_Stuart_Lane wrote:

Hi, just checked, no emails from Now TV from  that period.  Not sure if that's a good or bad thing.


Hi @Rev_Stuart_Lane 

 

Doesn't mean anything, but if there was any NOW email correspondence around the date of when the monthly subscription restarted then this email might give a clue on what's happened.

RoyB
Legend

@schnapps @Rev_Stuart_Lane 

 

In the old days, someone with your account details could use a device and then delete it out of your list, but since Now introduced automatic device handling, this is no longer the case.

 

So if you have a device list which shows no 2021 activity, we are left with only Schnapps mechanism for achieving this, which is that a pass has been bought but never used.

 

Which would be a very odd thing for someone to do, and seems far less likely than the hypothesis that Now have made a mistake.

 

Have you asked Now to clarify how, exactly, the account has been used? And if so, or if you do, does their claim agree with that, exactly? Or are they claiming the account has actually been used?

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Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.