Hi @Anonymous User
Was it a NowTV 4K smart box that you purchased with the one month entertainment, movie and kids pass and the one day sports pass voucher bundled with the box.
Did you have a previous NowTV Cinema pass before buying the box and is there any chance you used a different email address or username when setting up the new 4K smart box ?
If you go into the NowTV App on the 4K smart box and under My Account take a note of the email address used.
Then go to My Account > Passes & Vouchers on here (using the email used on the 4K smart box) to see if you have redeemed the one month cinema pass saved on your account.
If the cinema pass has already been redeemed and started the same time has the entertainment pass, then go to your Bills & Payments section to see if there is a payment of £11.99 taken out this month.
Should it be showing no recent £11.99 payment this month then this would suggest to me that you have a second account where the money has been taken out of.
Check all your playback devices and emails for clues about your NowTV account details used.
If still going around in circles, then contact live chat for help.
Link here to live chat.
https://help.nowtv.com/contact-us/managing-my-devices
