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Legend 5
Legend 5

Re: Failed payments and now no subscription ?

@furryconker @Gail476 NOW TV have identified an issue with taking payments with some Mastercards. Hopefully they can resolve the issue soon for you.

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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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Community Manager
Community Manager

Re: Failed payments and now no subscription ?

Hi @GPAB,

 

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

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Mentor

Re: Failed payments and now no subscription ?

3 days now with no "email resolution".

No services as the subscription ended through no fault of my own.

Very disappointed, after the hiccups we experienced when we first signed up died off its been such a great experience....but this, frustrating isn't the word.

My question now....
If I buy a "pass" am I safe from the danger of my previous subscription being resurrected somehow and paying twice ????

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Legend 5
Legend 5

Re: Failed payments and now no subscription ?

@furryconker 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. 

-----
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.
Did you find this post useful, why not give some Thanks?

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Mentor

Re: Failed payments and now no subscription ?

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.

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