Thanks for your post and welcome to the forum. Can you double check that you are using the same username that you signed up with and not an email address? If you are using the correct details, Live Chat should be able to help. Click on this link http://help.nowtv.com/article/How-to-cancel-NOW-TV and hit the green Contact Us at the bottom of the page, this will take you to the Live Chat & Email options (8am - Midnight). Best to use a PC/Mac.