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Shabizzle
First Poster

Cancellations

I recently started a free 7 day movie trial and I tried to cancel it on the last day but I did not let me. Plz help!

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7 Replies
gavs82008
Advocate 2

Re: Cancellations

@Shabizzle 

This is a user forum, only occasionally do Now TV staff view and comment on it. 

 

I would recommend using the Live chat about the refund.

 

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

 

1. NOW TV account & payments

2. NOW TV account & payments

3. Drop down 'How to get in touch'

4. Live Chat

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ukbobboy
Expert 3

Re: Cancellations

@gavs82008 

 

Hi Gavs

 

See you've got a Help template going, I think it should be permanently pinned in the forum so that total newbies don't have to ask the same question over and over again.

 

Hope that someone in the @NowTV Team sees your template and make it a permanent fixture.

 

 

UK Bob

 
gavs82008
Advocate 2

Re: Cancellations

@ukbobboy 

Thanks Bob 😊

Although I just noticed my copying and pasting ways has screwed up the steps slightly. Should be 

 

1. NOW TV account & payments

2. Cancelling or renewing NOW TV Passes

3. Drop down 'How to get in touch'

4. Live Chat

 

That being said, I think the Live chat should be an option from the start of "Help" section. Then within the chat you have to select the reasons why you are contacting them, that way the adviser has an idea why you are on the chat.

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ukbobboy
Expert 3

Re: Cancellations

@gavs82008 

 

Hi Gavs

 

Totally agree with you final paragraph, now it's over to Now TV.

 

 

UK Bob

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gavs82008
Advocate 2

Re: Cancellations

@Karl-F 

Just a thought on changes to the "Help" section (my section last post). As the forum gets many users just posting for help unable to find the Live chat and other topics regarding refunds etc,. 

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Community Manager
Community Manager

Re: Cancellations

Hi @gavs82008 

 

Thanks for getting in touch and giving us your feedback. 

 

I see what you're saying with having the option for live chat at the top of the page, however, we're trying to encourage customers to self serve as much as possible before needing to get in touch with us. 

 

There are some queries where customers will need to get in touch with us hence why we have that get in touch flow. 

 

We're always looking at ways to optimise our help site to make sure customers find what they are looking for efficiently.

 

Thanks

Karl

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gavs82008
Advocate 2

Re: Cancellations

@Karl-F 

What I seem to find is a lot of users seem to struggle to get through to the Live Chat when they already have done the self serve. 

Or in cases where Live chat is the only option for them. Perhaps having both the self serve sections as well as Live chat could make things a bit easier?

Live chat could still be similar with the self serve, just pointing the adviser in the right direction of what the user wants before the chat begins. 

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