Why cant I cancel my trial subscription

[DLandsee]

I'm trying to cancel a 3 months trial subscription but I cant work out how to do this. going into My Account and then Manage account it only offers me an upgrade to another package.. it doesn't show the basic TV entertainment package I have and then how to cancel it. when I go to billing to see if I can at least cancel the payments it doesn't even have my card details on there. I know I'm in My Account correctly as it does have my full name and. contact details in, so this must show I have an active account? and I can still view the entertainment on my tv, so I know I still have an account set up !

[schnapps]

Hi @DLandsee 

NOW don't offer a 3 month trial, where it sounds like you was on a low discounted offer.

Was the offer by email? 

If so go back into your old emails and see what email address the offer was sent to (just in case you have more than one account).

Also go into the NOW App on your playback devices by clicking the gear wheel icon on most devices with the NOW App and see what email address is showing (again just in case you have created more than one account in the past and looking at the wrong account).

You might be currently looking at a dormant account which hasn't been used in a while, hence no TV Memberships showing on that particular account.

If you are going around in circles jump over to 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 

[schnapps]

Hi @DLandsee 

Also see if the green Account Finder button on this link page below can track down any more NOW accounts you may have possibly created.

https://help.nowtv.com/article/find-an-account 

If you are not getting anywhere, then pop over to NOW live chat from the link in my first reply.

[DLandsee]

Thats solved the problem … it seems the account was set up on an old email. Thank you