10-11-2015 9:58 - edited 10-11-2015 10:04
Hi,
Bit confused about what to do.
I've recently done a bank account switch and I logged into my NOWTV account to check everything had been updated. It had. However a few days later I recented notice that "payment had failed but don't worry you can continue watching and we will try to take it again". I did a quick double check and yes everything appeared to be fine.
Today I received an e-mail stating "You NOWTV subscription hasn't been renewed" as you were still unable to take payment.
Checking again all my card details seem to be correct so I've no idea what to do now ?
Any ideas ?
12-11-2015 19:43
Hi @Anonymous User,
Firstly I'm very sorry to hear the way the chat ended. Agents can't end the chat without warning so it's likely this was due to loosing connection or a system crash.
There is an issue with subscriptions renewing now, as I'm sure you've been informed this is on our end and is being investigated. If a payment can't be taken the subscription will automatically cancel after a number of tries. You may find that if you go into your account and click buy pass this may kick start the subscription again. If this isn't successful we will be informing you by email once the issue has been resolved.
Thanks
Simon
NOW TV Team
12-11-2015 16:17
@Anonymous User @Anonymous User NOW TV have identified an issue with taking payments with some Mastercards. Hopefully they can resolve the issue soon for you.
12-11-2015 20:24
12-11-2015 20:37
@Anonymous User assuming they let you buy a new pass and it doesn't error, you'll be fine. The system has now stopped trying and has filed you as cancelled, it also can't do multiple passes of the same type on the same account.
29-11-2015 9:43
I've had the same problem. Tried Live Chat. Terminated before I'd even had a chance to send my question - not impressed with them! I've now sent an e-mail. Its as-if the encrytption algorithm they use to store the card number is not the same as the one they use to un-encrypt it. Probably a panic system change following the talk-talk hacking gone wrong.