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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

Hi I've tried too pay for my broadband but the payment will not go through for some reason and I'm left with no broadband 

Anonymous User
Not applicable

Hi I can not may a payment and want too know why I'm not happy that we have tried all day and it still doesn't work 

Anonymous User
Not applicable

hey there,

what am I do with the now tv box after I canceled my passes and my account? I'm moving abroad so I don't need it anymore...

RoyB
Legend

@Anonymous User 

 

Definitely reset it to wipe all traces of yourself off it.

 

If it’s black, then put it on eBay or Gumtree; take it to a charity shop that accepts electricals; take it to the local tip and put it in the electricals bin; according to taste.

 

If it’s white, the last option only.

 

For either, if you remember where you bought it, they may (have to) take it back, if you just want it properly recycled.

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

I cancelled my pass however a payment still went through, can I get a refund?

RoyB
Legend

@Anonymous User 

 

Are you sure you really Cancelled?

 

It’s easier to get a refund on a Norwegian Blue than to cancel a NowTV Pass.

 

It takes four steps; miss one and you haven’t really cancelled.

 

And if you have Cancelled, then you should have an email from NowTV to prove this.

 

And if you look in My Account/Passes & vouchers, you will be able to see if the Pass is still running or not; if it is, best try Cancelling it again, until the entry there shows it to be so.

 

But if you have not used the pass since you thought you cancelled it, get in touch with Live Chat and see if you can get a refund:-

 

Get in Touch (all the options, and the best place to start):-

 

https://help.nowtv.com/gb/get-in-touch/

 

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 

 Live Chat and Send Us a Message:-

 

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

 

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.

 

<If you can’t access Live Chat and nothing happens, try a different browser from your usual one (Internet Explorer, Edge, Chrome, Firefox, Safari) on which you haven’t disabled pop ups, third party cookies or indeed any cookies, and haven’t set an Ad Blocker, as any or all of these things may prevent the Live Chat window appearing>

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

I don't have now tv I don't know how it got me name and email address I don't have a box can you stop taking the money from me account  

RoyB
Legend

Hi @Anonymous User 

 

To be posting on here, you need to have a NowTV account.

 

Which is where NowTV could have got your details from.

 

How and when did you get this account?

 

And have a look in My Account/Bills & payments, to see if you can see a record of the payments going out; My Account/Devices to see what devices are registered and when they were last used; and finally My Account/Passes & vouchers to see what passes are running.

 

There, you can immediately Cancel them. You should also visit My Account/Settings & PINs and immediately set a Payment PIN.

 

What you discover may shed some light on what is going on, which will perhaps tell us if this is just an oversight, or a case of fraud that you need to take further.

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

Tried connecting to entertainment pass but screen saying sorry streaming isnt responding in this region ovp0002 bottom right corner

Anonymous User
Not applicable

Why can't I seem to be able to cancel my account?