Is there really no customer support contact number for issues when trying to load a new pass? Just keep being sent back to the ‘chat not’ that goes round in circles and doesn’t answer the question or advise you how to resolve the issue!
Sounds like you are using the chat bot (which is not actually live chat) and is just an automatic why of pointing you to help articles on the website.
Before i post a direct link to the actual live chat service, perhaps i could help though i don't work for NowTV.
What type of pass have you purchased, where from and what is the length of voucher pass ?
Any message pops up on your screen when you attempt to apply the voucher code ?
Or have you purchased a NowTV Stick or Box with the voucher code on it and stuck at the point where there is a six digit code on your television screen ?
Have you tried another internet browser with it's adblocking software switched off or perhaps use your browser in a Private Window or Incognito mode.
Also i am assuming that if you have an existing cinema & hayu pass on your account active you have less than 30 days left before your next due payment date (the small green apply voucher button next to the two passes should indicate you have less than 30 days left on an existing offer).
Sometimes if your playback device supports it, by going to the NowTV App on your playback device and under My Account there is an option to add voucher codes directly on your playback devices rather than under My Account > Passes & Vouchers when logged in on the NowTV website on here.
In the past i have applied voucher codes via my NowTV box that for some unknown reason didn't work on the NowTV website.
If you are still going around in circles and having no luck, then live chat should be able to assist you further.
To reach live chat open the link below, click on the small green arrow underneath How to Get in Touch, then when the live chat button appears on screen click on it to open chat.
Chicago PD Season 6 is not available until the 1st of February (have a read of the post by Jason C from the NowTV Team in this linked thread below).