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Anonymous User
Not applicable

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

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

177 REPLIES 177
Anonymous User
Not applicable

Thank you for the replay dude

glad of the reaponse 

o

have it sorted not I bourght the stock for 25 pound 👍🏽

Anonymous User
Not applicable

Hello,

 

where is your live chat facility? It is not very well displayed.

 

ive been charged after a free subscription. I cancelled the free trial prior to the subscription starting normally.

 

i did not receive email confirmation however I do have the screenshot confirmation of this. This has now happened to two of my free trials and I’m not happy as I cancelled them as advised when speaking to one of your chat members and they advised me I would not be charged.

 

can you email me please or show me how to get the live chat function as I’d like to receive a refund as i followed all the instructions based one your live chat advisor.

RoyB
Legend

Hi @Anonymous User 

 

Live Chat here:-

 

Live Chat and Send Us a Message:-

https://help.nowtv.com/contact-us/managing-my-devices

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.
Anonymous User
Not applicable

Hi have an account with you and we have got the box we just want to change our address's with you
RoyB
Legend

Hi @Anonymous User 

 

You can do this as far as Passes are concerned online in My Account/Personal Details/Change Address.

 

There’s a bit more involved if you have NowTV Broadband though, but I am assuming this is not the case?

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.
Anonymous User
Not applicable

Hi I do not want now tv I don’t use it and you’ve took 7.99 I think it is out of my account and I would like it back please
Anonymous User
Not applicable

I have just joined and paid for 6 months £27.00 but when I go onto a film it is saying I have 7 days free trial and then I must agree to  pay £7.99 per month

RoyB
Legend

Hi @Anonymous User 

 

The usual reason for this is either that you have accidentally created a new account that doesn’t have the (presumably) £27 for six months Movies Pass set up in it, or that you are in the correct account but haven’t input, and/or haven’t activated, the 6 month’s Pass.

 

What form does the Pass take?

 

When you go into My Account/Passes & Vouchers, on a phone, tablet, or other device you can browse the web on, what do you see there?

A Movies Pass set up?

A Movies Pass in the area at the top, waiting to be Redeemed? (In which case, Redeem it, and see if all is now OK)

Or no Movies Pass at all? (In which case, if it is waiting for Pass details you haven’t yet entered, Now is the time to find the paper or card copy on the six months Pass, whichever form it takes, and enter the supplied code).

 

Good luck, and please let us know how you get on!

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.
schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

Just wondering where did you buy the six months cinema pass from (or is there a typo error in your post and meant entertainment pass because you mentioned free trial and £7.99 per month there after) ?

 

Was it via the nowtv offers webpage where i can only the six month entertainment pass for new customers at £27.99, where the six month cinema pass is £42.99.

 

When you take up a new customer pass offer from nowtv offers page via their website, you need to create an account by following the link on the pass offer you are interested in.

 

If you created an account a different way, then the offer will not be added to your account and you won't be eligible to the new customer pass offer deal.

 

Or did you source the six month movie voucher pass somewhere else ?

 

RoyB
Legend

 @Anonymous User 

 

The simplest explanation here, based on @schnapps  wise words, is that you have an Entertainment Pass for six months, which may very well be set up completely correctly, but that you are trying to watch a movie, where movies are only available on the separate Movies Pass, which you haven’t got, and so NowTV are informing you of this.

 

Could the problem be this straightforward?

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.