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artesea
Legend 5
Legend 5

Re: I can't cancel my subscription?

@Rudebones NOW TV don't use direct debit, it's a continuous card payment. If you aren't seeing passes then you've logged in with the wrong account. Once you've logged in with the correct one, you can cancel within a couple of clicks.

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I'm a Community Contributor not staff, so whilst I know a lot about the service I will be unable to help with any account issues.
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Andy-S
NOW TV Team (Retired)

Re: I can't cancel my subscription?

@Rudebones I agree with @artesea on this one, If your account is showing no passes but your getting charged then you have logged onto the wrong account.

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suzie247
Advocate

Re: need to speak to live chat

hi i need to speak to live chat but cant get into it again any suggestions plz x

 

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SeeMoreDigital
Legend 5
Legend 5

Re: need to speak to live chat


@suzie247 wrote:

hi i need to speak to live chat but cant get into it again any suggestions plz x


Hi @suzie247,

 

The easiest way of accessing 'Live Chat' is by using a Windows or Mac computer, along with various many makes and models of mobile phones and tablets (provided their screen resolution is high enough). Here's what you need to do: -

 

  • Click on the following: How To Contact NOW TV link.
  • Click on the blue 'Start Live Chat' button on the left of the web page.
  • A new 'What can we help you with today?' pop-up window should open up.
  • Click on the 'Request Chat' button.

 

Cheers

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Re: I can't cancel my subscription?

I Have bought a sports pass for a week I want to cancel it but there is no cancel buton does this mean it is not reocuring??? also I tried to follow the other coomet about stopping renewals auto and that section does nor exist in the menu, pretty bad conceidering you actually work for NOW TV!!!!!!!!!!!!!!!!!

Cheers David

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Wlat
Expert

Re: I can't cancel my subscription?

Hi David,

 

One-day and One-week Sports Passes are unusual, in that they never auto-renew.  So you do not need a cancel button for these passes.

 

All monthly passes DO auto-renew unless you press the cancel button and follow through the "cancel" procedure completely before they are used up.  The cancel button does not cancel the pass ... it just prevents it from auto-renewing when it has been used up.

 

Hope this helps,

 

Regards,

Wlat

 

crys1
Advocate

Re: I can't cancel my subscription?

How do you cancel I'm fuming you've added a kids pass without my permission an taken money out of my bank account!!!! Theirs noway to contact nothing works on the site
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SeeMoreDigital
Legend 5
Legend 5

Re: I can't cancel my subscription?

Hi and welcome to the forum @crys1,

 

The most probable reason why you've been charged for the 'Kids' service is because somebody in your household accessed it at some time. You can see when this happened by accessing your account and visiting 'View my bills' and looking in your 'Order History'. This is why it's advisable for the NOW TV 'account' holder to create a PIN code to prevent unathorised purchases.

 

Unless your NOW TV subscription is directly through Apple (via an iTunes account) or you've received a NOW TV promotional offer through Vodafone, the official way to cancel your NOW TV subscriptions is via your NOW TV account. It's recommended that you use a Windows or Mac computer, not a mobile device, as their web browsers are not sophisticated enough to display 'pop-up' windows (ie: windows within windows). Also, Mac or IOS device users will require JavaScript support enabled in their Safari internet browsers. Here's what you need to do: -

 

  • Log onto your NOW TV account via this forum using the same log-in details as your NOW TV playback device.
  • Then click on the grey coloured 'Canel' button which is located within each of the NOW TV services you have subscribed to (ie: Entertainment, Cinema, Kids, Sport). You should see something like this: -

Cancellations.PNG

 

  • A new "We hate saying goodbye" web page will be displayed.
  • Scroll down to the bottom of the web page.
  • Click on the purple coloured 'I don't want my contract free pass' button on the bottom right of the web page.
  • Follow the remainder of on-screen instructions/questionnaires and retention offers, if any...

If the above mentioned 'cancellation' process has been completed correctly, you will receive a confirmation email from NOW TV.

 

 

Cheers

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SeeMoreDigital
Legend 5
Legend 5

Re: I can't cancel my subscription?

And just-so 'all' NOW TV customers know. Currently...

 

  • All monthly NOW TV subscription(s) and free-trials, run for their full duration, even if they are officially cancelled after the first day.
  • All monthly NOW TV subscription(s) 'roll on' automatically if they're not officially cancelled prior to any 'free trial', 'retention offer', 'voucher pass' or 'monthly' subscription expiring!
  • If your preference is to use 'voucher code passes', you can submit your voucher pass whenever the green 'Apply a voucher' link becomes visible (via the 'My passes' area of your account). The new pass will commence only after your existing pass expires. So you don't lose-out on any days.
  • 'Free trial' subscribers are notified by email that they will be charged unless they cancel their subscription(s) prior to their 'free trial' ending. So keep a look-out, including your spam/junk mail!
  • While the NOW TV accounts system is attempting to collect payment(s) the grey coloured 'Canel' button will not be accessible.
  • While the NOW TV accounts system is attempting to collect payment(s) the 'Apply voucher' button will not be accessible.
  • New NOW TV voucher code passes can be added within the last month of your current NOW TV services expiry date. The new pass will commence only after your existing pass expires. So you don't lose-out on any days.
  • Setting up a 'Payment PIN' code on your NOW TV account is advised. As it will be prevent others from purchasing additional NOW TV services without your consent!
  • Cancelling your NOW TV subscription(s) has to be done officially and correctly via your NOW TV account. And has to be done for each of the NOW TV services you have subscribed to. After which you will receive a confirmation email.
  • Asking your bank or credit/debit card company to stop making payments or replacing your debit/credit card does not provide official confirmation to NOW TV that you no longer require their services. Neither does not watching/accessing the NOW TV service!
  • Ultimately, it is the responsibility of the NOW TV subscriber to manage their NOW TV account (or accounts if you have them)!
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Unhappy-Chappie
Advocate

Re: I can't cancel my subscription?

I have been unable to access the 'My Passes' page to cancel my Sky Sports pass for the past month. I've tested on Mac & Windows and get the following on both every time...

 
We're having trouble displaying your passes
Please wait a moment and try again.
 
This is taking too long...
NOW TV might be too busy or unavailable at the moment.
 


The Sky Sports month pass has now auto-renewed today and having tried to contact NowTV have only got this forum as an option because the 'Sendus a message' button in help centre does nothing.

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