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Anonymous User
Not applicable
‎30-08-2019 8:11

Unable to access Passes and Vouchers Screen

When i try to access the passes and vouchers screen in my account on chrome & IE, laptop and phone, i get an error message telling me there is a problem or that nowtv might be busy and the moment and to try refreshing my browser. I am unable apply the voucher i have and it's been like this for 2 days.

17 Replies
schnapps
Legend 5
Legend 5
‎30-08-2019 13:29

Hi @Anonymous User 

 

A few people have reported this 😠 (Maybe see if using a Private Window or Incognito mode works with your internet browser).

 

My account seems fine, where i have added a new NowTV 2 month Entertainment Gift Card voucher code yesterday by going to My Account > Passes & Vouchers on their website.

 

Can't help much sorry apart from that some NowTV devices on the NowTV App (under My Account) will allow certain vouchers to be added to your account if you are within the 30 day or less rule left on an existing pass instead of going to the NowTV website My Account > Passes & Vouchers section of your account.

 

I believe the Sky Sports Mobile Pass can not be applied via your playback device and the one week sports pass voucher will not work when attempting to apply the voucher code on NowTV or Roku Players where you need access to your account via the website under My Account > Passes & Vouchers.

 

Other than that you will need to get in touch with NowTV live chat.

 

Hope you get it sorted.

 

 

Anonymous User
Not applicable
‎02-09-2019 22:09

I’m having the same problem and have been for over a week.

Five online chats, two complaint form submissions and still not resolved.

Impossible to contact nowtv by ‘phone in order to have sensible conversation.

What’s really annoying is that I have some prepaid passes which I cannot add to my account but nowtv can still charge my credit card which feels a bit like paying for something twice!

Anonymous User
Not applicable
‎03-09-2019 20:30

I'm having the same problem. my pass runs out in 10 days and have been trying to add a new voucher for a week without luck, using the same way through the computer and logging in to my account that way. I can't get through to the online chat, keep waiting over an hour and then giving up.

Anonymous User
Not applicable
‎03-09-2019 20:46

In response to Anonymous User

Just a quick update. have used online chat 4 times now with no resolution. I have tried accessing via, chrome, IE, on my phone, on my laptop, incognito window, inprivate window and nothing works. A friend accessed his own account on his laptop and was able to access that screen, he logged out and I tried my login details and again was unable to access the passes screen. This is clearly an issue with my account. I was told Saturday that other people had reported the issue and my case has been escalated and I would have a response within 24\48 hours, 3 days later and I am still waiting. Very poor customer service. luckily I do not have current passes otherwise I wouldn't be able to cancel them but I do have codes I would like to apply and an offer for 40% off sky sports I wanted to use.

Anonymous User
Not applicable
‎06-09-2019 17:18

In response to Anonymous User

An update from my side: still unable to access passes.

During my last online chat I took the precaution to tell them to cancel auto renew so that no charges are made to my credit card. Was also told that my case had been escalated as a priority and that I would be contacted directly by a supervisor to confirm that the problem had been resolved - four days later and I`m still waiting to be contacted. This is really bad customer service - I get the impression they just don`t care. 

I`ll check my credit card account to ensure no payments are made to nowtv. 

Didn`t really want to cancel subscription but this is a matter of principle now. Will just have to manage with Netflix and Amazon prime until nowtv gets its act together.

Anonymous User
Not applicable
‎06-09-2019 22:04

In response to Anonymous User

I'm having the exact same issue. It was working fine and now I can't access it. Feels like it has been deliberately shut off as it co-incided with the email telling me the prices were going up. If anyone else has this issue, please post here too. 

Anonymous User
Not applicable
‎06-09-2019 23:21

In response to Anonymous User

Submitted the following complaint today:

I am unable to access my Passes and Vouchers section of my NOW TV account. This means I am unable to apply new vouchers that I have or take advantage of a sky sports offer I have received. I reported this issue originally on the 29th August and have spoken to online chat 4 times with no resolution. I was informed on the 1st September that my issue was not an isolated one and would be escalated and that I would receive an update in 24\48 hours, we are now 5 days later and I still have no update on the situation. I find this exceptionally bad service. My Case ID: ........

 

Supposed to receive a response within 24 hours but guess we'll see, not holding my breath.

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Anonymous User
Not applicable
‎07-09-2019 21:29

In response to Anonymous User

Finally was able to contact customer support - not on here but on the Facebook page. They helped me resolve the issue to a degree. I couldn't access it from Chrome on either my PC or laptop but it worked fine using the Brave browser. Worth a try.

0
Anonymous User
Not applicable
‎07-09-2019 21:50

In response to Anonymous User

Appreciate the response Rps1. Unfortunately i have downloaded the Brave browser and tried it but i get the same results as all the other methods i have tried. Amazing that with your one post you have offered me more help than i have received from NowTV after 4 Live chats, multiple emails and one complaint.

0
Anonymous User
Not applicable
‎09-09-2019 20:20

In response to Anonymous User

Hello - same issue here.   I was using Chrome browser.


Switched to Microsoft Edge (the one in Windows 10) and went the NowTV Passes and Vouchers page and it came up first time.


Was able to amend my vouchers without a problem.

 

Possibly an issue with Googel Chrome browser?  Worth a try.  Good luck.

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Anonymous User
Not applicable
‎09-09-2019 21:47

In response to Anonymous User

Hi Biglamb, thanks for posting. I'd rather not give them any credit by suggesting it worked in different browsers. I tried Edge originally when i was trying chrome and IE and the incognito\inprivate browsing, there was clearly a system fault. The good news is that miraculously i can now access my passes again this evening in any browser i choose. Absolutely appalling customer support. Not once was i contacted with an update even though i was promised one. Measure of a company should always be how they deal with problems and not based on when everything is working fine.

0
Anonymous User
Not applicable
‎11-09-2019 18:19

In response to Anonymous User

Still unable to access passes & vouchers area - have tried on numerous devices using different search engines: safari, firefox, chrome, IE.

Haven`t heard back from customer (non)services (surprise, surprise) despite the online chats & complaints.

To top it all off; having told the operative during last online chat to cancel auto renew of my passes and having received confirmation that this had been done (& no further charges would be made to my credit card) - a charge for entertainment pass was made on Monday. Am also expecting a charge to be made for movie pass tomorrow as, clearly, the online agent was lying when he confirmed cancellation. I have kept transcripts of my online chats as evidence and would encourage everyone to do likewise. 

If you didn`t know nowtv was owned by Sky, you would think that you were dealing with a backstreet conman.

My last course of action is to contact my credit card company to instigate a charge back and issue instructions to not honour any further charge requests from nowtv.

Also contemplating reporting this to ActionFraud as, frankly, the whole thing feels like fraud.

0
Anonymous User
Not applicable
‎29-09-2019 19:51

In response to Anonymous User

I couldn't access passes and vouchers using Firefox. I tried the old IE and immediately got access.

0
Anonymous User
Not applicable
‎30-09-2019 17:36

In response to Anonymous User

More from me........I can now access passes again using Chrome as was previously the case. Don`t know what went wrong from now tv side or what happened to fix the problem. Needless to say, however, that I received no notification, information, feedback or help directly from now tv.

I had already taken the precaution of contacting my credit card company to instigate two charge-backs for the last two unauthorised charges and have put a block on now tv taking any money from my credit card in future. I have some prepaid gift card type passes so will add those as and when I want to watch something - just as long as I can still access the passes & vouchers area. But at least I am happy that now tv cannot help themselves to my hard earned money!

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Anonymous User
Not applicable
‎30-09-2019 17:45

In response to Anonymous User

Same here @Anonymous User. Absolutely zero communication from NOW TV even after raising a complaint. My access was eventually restored but no communication about it. Would have thought they are obliged to reply after a complaint is raised but apparently not. Another case of complete lack of customer care. Only real power a consumer has is to no longer give them your money. Got 3 more vouchers, once they're used i will be sticking with Netflix/Prime

Anonymous User
Not applicable
‎06-09-2019 16:54

Ive had the same problem for 4 days "We're having trouble dispalying your passes".  Are they really???

Anonymous User
Not applicable
‎10-09-2019 16:59

I can get the stick to work i use to have an account with you but i stop it
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