Paid for Entertainment Pass on offer but not working

[NBL]

I paid for an Entertainment Pass yesterday. Special offer £1 a month for 2 months plus 1-month free Boost.

My bank account has been debited and I've had an email from NOW saying "Good To Go". But every time I want to watch a programme, it asks for a regular full-price payment for an Entertainment Pass.

Why?

[schnapps]

Hi @NBL 

Have you checked your login details are correct on your playback devices under the My Account tile box on your NOW App devices 

Just in case you have more than one account and using the wrong sign in details from your other account.

Also if everything looks in order perhaps try signing out and back in again on your playback devices.

[CJ2]

Same here.  Have logged out and in several times on TV and phone but to no avail. When I go back in via email offer, it says voucher redeemed!  HELP!

[schnapps · Accepted solution]

Hi @CJ2 

See if NOW live chat can figure out what's going wrong.

Click on the green chat online button from this link page below to reach out to NOW live chat.

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

[CJ2]

Thanks. The pass was applied to another account somehow. So all sorted!

[NBL]

Thanks, all sorted out now. Mixture of old and new details confused the account.