Started a trial on an old Stick 2 wks ago and want to cancel-but can't see trial in MyMembership

[brian_k]

I entered my CC info at end of July so that I could use an old Streaming Stick that I'd bought years ago for the free voucher. Clicked the 'Start Trial' button, which I had to do.  Now I don't want to continue past the trial, so logged in to cancel it, but don't see an active trial showing in Memberships. I don't want to be billed.

[schnapps]

Hi @brian_k 

I thought NOW dropped the 14 day free trials on their TV Memberships and reduced them to 7 days where normally they are bundled with an offer (except Hayu which you can start a 7 day free trial without taking up a deal offer for other NOW TV Memberships). 

Maybe go into the NOW Stick main NOW home screen on your television and click on the gear wheel icon top right corner of the screen to see what email address you used to sign up (just in case you have created more than one account and using the wrong email address when you log in here.

Also if the email address matches up what you are using on here to login into your account and there is nothing showing under My Memberships, go to My Payments to see if anything matches up where maybe the cancel button is greyed out under the My Membership section because NOW are in the process of collecting money.

If going around in circles contact NOW live chat by clicking on the green chat online button from this link page below.

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

[brian_k]

Thanks, under the Gearwheel I see the correct email address, and it only says Buy Movies etc, or Start Hayu Trial, so it appears not to be running any trial.

In MyAccount/Payments, it shows no recent or upcoming payments, but it is showing my current CC details so it IS the account that I started the trial with. 

[brian_k]

I wonder what would happen if I delete CC details, or even if it will let me. I'm only using the stick to watch iPlayer on a non-smart bedroom TV, but it's handy to use and so I don't want it to stop working.

[schnapps]

Hi @brian_k 

Not sure about removing your card details on what effect it has on the third party Apps on the Stick, but don't factory reset the Stick in the future.

Otherwise if you factory reset the Stick, you will have to give your card details again if not on the NOW database system and start a 7 day trial or buy a Membership if you haven't got an active Membership to get the Stick up and running again to use third party Apps such has BBC iPlayer etc.

[schnapps]

Hi @brian_k 

I am assuming you watched some NOW content on your Stick during the trial and didn't cancel ?

Perhaps get in touch with NOW live chat from the link I posted above to make sure that there is no NOW Membership active from your bank card details (even if nothing is showing on the Stick My Account gear wheel icon section and on your online account here).

[brian_k]

I didn't watch any NowTV content, just iPlayer. I'll chat with them via the
link to make sure.

Thanks.

[schnapps]

Hi @brian_k 

Are you sure you started a new NOW trial ?

Where if you was using an old Stick from years ago and it still held your login details in the Stick Settings, and maybe all you have done is update your bank card details on your account, where the Stick will still let you use the third party Apps without starting a new trial.

To be on the safe side it might be wise to contact NOW live chat where they can look into your account in more detail.

[brian_k]

Hi Schnapps, I think that you hit the nail on the head. I may have needed
to register/trial within a certain period of time to use the included
Cinema voucher, so probably did that years ago.
When I fired up the stick this time, I had to enter the code via a browser,
it insisted that I refreshed my payment details, and told me that I'd be
billed £6.99 per month after my trial if I didn't cancel before it expired.
So I'm almost certain that I was offered (and clicked) a Start Trial button.
To be sure, I've chatted with NTV just now, they can see no active
memberships or trials, have no devices linked with my account, and have
deleted my card details just to make sure.
Curiously ... under the cog on the NTV top right ... it still says that I'm
signed in with my email address, even if they say that I d I nt have a
linked device.
Anyway, I've saved the chat, and so can refer to that if there is any
future glitch.
Thanks for you advice.

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