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Anonymous User
Not applicable

‎18-03-2016 12:45

Live chat/ help

HELP!! where is your live chat!!!!!     ive just joined again but would like to cancel as ive  NOT used the box, and if the money has been taken out, i would like a refund please   thanks

 

HELP!!!  ive just be offered a discount offer 2months for £2 which i would like to try but the code they gave me is not working       thanks 

1 ACCEPTED SOLUTION
SeeMoreDigital
Legend 5
Legend 5

‎25-01-2017 15:35 - last edited on ‎18-08-2020 22:12 by Community Manager

In response to Anonymous User's comment

Hi @Anonymous User,

 

Sorry to be the bearer of bad news but the reason you've been charged is because the NOW TV services you've subscribed to have 'rolled on' automatically (as per NOW TV's Terms & Conditions). Which happens if you don't officially cancel them prior to any 'free trial', 'voucher pass' or 'monthly' subscription expiring!

 

After officially cancelling your subcription(s) via your 'My Account' (not via email), you will have been sent a confirmation email or emails. This being the case, provided you have not viewed any content (which the NOW TV people will thoroughly check) you should be able to get all (or a proportion) of your subscription payments returned/refunded to you by contacting a NOW TV representative via the forums 'Live Chat' facility.

 

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: -

 

  • Please visit our help site here: https://help.nowtv.com/ 
  • Use the search box to find the Help Article most relevant to your issue
  • If the article does not provide you with your answer, select the Get in touch button on that 

 

 

Cheers

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

  • All monthly NOW TV subscription(s) run for their full duration, even if they are cancelled after the first day.
  • All monthly NOW TV subscription(s) 'roll on' automatically if they're not cancelled prior to any 'free trial', 'retention offer', 'voucher pass' or 'monthly' subscription expiring!
  • If your preference is to use 'voucher code passes', you'll need to submit your new pass before your current pass expires
  • '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 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.
  • Ultimately, it is the responsibility of the NOW TV subscriber to manage their NOW TV account or accounts if you have them!

EDIT: I did tell you much the same yesterday. See here: https://community.nowtv.com/t5/Kids/cancel-parts-of-contract/m-p/416155#M835

View solution in original post

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177 REPLIES 177
Anonymous User
Not applicable

‎26-08-2020 21:55

In response to RoyB's comment
Yes, I figured it out, the app on my phone was rather confusing. Thanks
though!
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Anonymous User
Not applicable

‎29-08-2020 13:25

Hi I got told by the bank that u have received a payment and when I opened the app it keeps telling me that the passes have been called and I've already paid u for it so please can u reinstate the passes as I have paid u for this month 

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Anonymous User
Not applicable

‎02-09-2020 14:35

Hello,

My Now TV Player is not working I have installed and reinstalled and restarted the application multiple times with no positive out come. Could someone please help me out.

 

Jake 

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Anonymous User
Not applicable

‎03-09-2020 23:20

5E0E57E0-6C3B-496D-A0E9-7022732ED9D0.png

 Hi I try to watch my now tv on my phone but came up this msn anyone now how can I sorted it please

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Anonymous User
Not applicable

‎08-09-2020 20:25

Help trying to watch the England game but it won’t work all other channels work except the sports and I have an active pass

0
RoyB
Legend

‎09-09-2020 7:41

In response to Anonymous User's comment

@Anonymous User 

 

What sort of Pass?

 

Which channel were you trying to watch?

 

What device were you trying to watch it on?

For instance, with a Sports Mobile Pass, it has to be one of the five channels this Pass is good for, and you can only watch it on a smartphone; not even on a tablet, let alone a TV.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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Anonymous User
Not applicable

‎09-09-2020 24:55

Hello my name is Connor and I was wondering someone has hacked into my now tv and started buying loads of ###### on my mums card and I was wondering if there is a possibility you could refund the money as it is fraud by the person if not I will be taking this into further action 

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RoyB
Legend

‎09-09-2020 8:15

In response to Anonymous User's comment

@Anonymous User 


So you have a personal NowTV account, which is paid for on your Mum’s card, and she has unauthorised and unrecognised transactions on her card?

 

And these all relate to purchases of NowTV Passes on your NowTV account?

 

OK, then the first thing you must do is go into your NowTV account, and set a Payment PIN, to stop any more such purchases.

 

Secondly, in your Account, look at the Devices in use or used recently; for any that you don’t recognise as legitimate usage, this will show you where the leak is being exploited, and may give a clue, if it is somewhere close to home.

 

Then you need to blow them off your account, and resecure it, as here:-

 

https://help.nowtv.com/article/tips-to-help-you-keep-your-account-secure

 

Follow the advice there to change you Password and force signout on all devices; this will stop the intruder signing back in.

 

Finally, think how this breach might have happened:-

 

You disposed of a device with your NowTV account details on it, a Stick, box, TV, laptop, games console, or whatever, without wiping it first;

You signed in to NowTV on somebody else’s TV or device, and didn’t sign out again;
Somebody has, or has guessed, your NowTV sign-on details, both email address and password;

Somebody has access to your TV or other device, and has added Passes on that.

 

In the last case, you won’t see any unrecognised devices in your Device list, but you may see a last-used date and time you don’t recognise.


But anyways up, you need to determine how the fraud occurred, and who was at fault for the data breach, before you can determine who, if anybody, ought to be refunding your Mum for it.

 

And of course, if there are unauthorised transactions on her card not related to NowTV, she should be contacting her bank about this anyway.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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