Skip to main content
Billing issues can range from a declined card to confusion about charges on your statement. Nearly all payment problems can be resolved in a few minutes through your account settings — and when they can’t, our billing support team is available to help. Work through the relevant section below to get your account sorted.

​
Billing & Payment Issues

A declined payment doesn’t always mean there’s a problem with your account — it often comes down to your card or bank. Here are the most common reasons a payment is declined and how to fix each one.Insufficient funds Your account balance may not cover the subscription charge. Check your bank account and ensure you have enough available funds, then retry the payment from Account → Billing → Retry Payment.Card details entered incorrectly Even a single wrong digit in your card number, expiry date, or CVV will cause a decline. Go to Account → Billing → Payment Methods, remove the existing card, and re-enter the details carefully.Card expired Your card may have reached its expiry date. Check the date printed on the front of your card and update it under Account → Billing → Payment Methods → Update Card (see the “Updating an Expired Card” section below for step-by-step instructions).Bank blocked the charge Some banks flag unfamiliar or recurring charges and block them as a precaution. Call the number on the back of your card or log into your banking app and look for a notification asking you to authorize the charge. Once approved, retry the payment.Credit limit reached If you’ve reached your card’s credit limit, the payment will be declined. Pay down your balance or use a different card.Card not enabled for online or international transactions Some banks restrict cards to in-person or domestic transactions by default. Contact your bank to enable card-not-present (CNP) or international transactions.Try a different payment method If you continue to experience declines, add an alternative payment method — a different credit/debit card or PayPal — under Account → Billing → Add Payment Method and set it as the default.
After three consecutive failed payment attempts, your subscription may be paused. Your account data is retained for 30 days, giving you time to update your payment details and resume access.
Keeping your payment details current prevents subscription interruptions. Here’s how to update your card:
  1. Sign in to your account and go to Account → Billing → Payment Methods.
  2. Find the card you want to update and click Edit.
  3. Update the expiry date and CVV. If the card number has changed (e.g., your bank issued a new card), select Remove and then Add Payment Method to enter the new card.
  4. Click Save. The updated card will be used on your next billing date.
  5. If a payment is currently overdue, click Retry Payment after saving to process the outstanding charge immediately and restore full access.
Many banks now support automatic card number updates for subscriptions. Contact your bank to confirm whether this feature is enabled — it means you’ll never have to update an expired card manually again.
Seeing the same charge appear twice on your statement is understandably alarming. Before contacting support, check the following:Verify the charge dates and amounts Log in to Account → Billing → Billing History and compare the dates and amounts of the charges in question. Two charges on different dates may be legitimate — for example, a charge from the free trial ending and the first regular billing cycle starting close together.Check for multiple subscriptions If you have more than one account (e.g., a personal and a family account) or signed up through different platforms (directly through us vs. through an app store), you may be seeing charges from separate subscriptions. Check your Apple ID, Google Play, or Roku billing history if applicable.Allow 3–5 business days Some banks show a temporary authorization hold alongside the actual charge, which can look like a duplicate. Authorization holds typically drop off within 3–5 business days.If the charge is genuinely duplicated Contact our billing support team with the two transaction IDs (found in Billing History) and we’ll investigate and issue a refund for the duplicate charge within 5–7 business days.
If you were billed by an app store (Apple, Google, Roku, Amazon) rather than directly by us, we are unable to issue refunds for those charges — you’ll need to contact the app store’s support team directly. Your billing history will show “Billed by Apple” or similar if this applies to you.
Receipts are emailed automatically to the address on your account after every successful payment. If yours isn’t arriving:Check your spam folder Payment confirmation emails are sometimes filtered as promotional or spam. Search your inbox for emails from our billing team and add the sender address to your contacts to prevent future filtering.Verify your account email address Go to Account → Settings → Account Details and confirm the email address listed is the one you’re checking. If it’s outdated, update it and your future receipts will go to the new address.Download receipts manually You don’t need to wait for an email — all past receipts are available to download at any time. Go to Account → Billing → Billing History, find the payment in question, and click Download Receipt to get a PDF copy.Request a resend From Billing History, you can also click Resend Receipt next to any transaction to have the confirmation email sent again immediately.
If your account shows an active subscription but you’re seeing a paywall or being prompted to subscribe, something is out of sync between your billing status and your access. Try these steps in order:Sign out and sign back in Your session may be holding a cached copy of your account status. Sign out fully, sign back in, and check whether the content is now accessible.Check which subscription tier you’re on Some content (e.g., premium channels, live sports, or 4K titles) is only available on higher-tier plans. Go to Account → Subscription to review your current plan and compare it with what’s included.Check your subscription renewal date If your subscription recently renewed, there may be a brief processing delay. Wait 15–30 minutes and try again.Verify payment was successful Go to Account → Billing → Billing History to confirm your most recent payment completed successfully. If it shows “Failed” or “Pending,” follow the steps in the “Payment Declined” section above.Subscribed through an app store? If you subscribed via Apple, Google Play, or another platform, your subscription is managed there. Sign in on that platform and confirm the subscription is active. If it is, restore your purchases:
  • iOS: Go to Account → Subscription → Restore Purchases.
  • Android: Uninstall and reinstall the app, then sign in — purchases restore automatically.
If none of the above resolves the issue, contact support with a screenshot of your subscription status page and your billing confirmation. This provides the information the team needs to manually verify and restore your access.
Promo codes and discount vouchers have specific terms attached. Here’s what to check before concluding a code is broken:Check the expiry date All promo codes have an expiration date. If the code has expired, it will no longer be accepted.Verify eligibility requirements Most promo codes are for new subscribers only, a specific plan tier, or a specific billing period (monthly vs. annual). Read the terms of the promotion carefully to confirm your account qualifies.Enter the code exactly as provided Promo codes are case-sensitive and must be entered exactly as shown — no spaces, extra characters, or substitutions. Copy and paste the code directly from the source if possible.Where to enter a promo code
  • New sign-up: Enter the code on the checkout page before completing your subscription.
  • Existing account: Go to Account → Billing → Promo Code and enter the code there.
One code per account Only one promo code can be applied at a time, and most codes can only be redeemed once per account. If you’ve already used the same promotion, it won’t apply again.Code from a third-party source We can only honor promo codes issued directly by us or our official partners. If you found the code on a third-party discount site, it may have expired or been deactivated.If your code meets all the criteria above but still isn’t working, contact support and include the exact code — we’ll look into it and apply the discount manually if applicable.
If you believe you’ve been charged incorrectly — for a subscription you cancelled, a plan you didn’t upgrade to, or an amount that doesn’t match what you agreed to — here’s how to handle it.Step 1: Review your billing history Go to Account → Billing → Billing History and verify the charge details, including the date, amount, and plan description. Compare this against any cancellation confirmation emails you may have received.Step 2: Check your cancellation status Cancelling a subscription stops future renewals but does not immediately end access — you retain access until the end of the current billing period. If you cancelled and were still charged, confirm the cancellation was completed before the renewal date by checking for a cancellation confirmation email.Step 3: Contact our billing support team If a charge is genuinely in error, contact support with:
  • Your account email address
  • The transaction ID from your Billing History
  • The amount and date of the charge
  • A brief description of why you believe it’s incorrect
Our billing team reviews disputes within 2 business days and issues approved refunds within 5–7 business days back to your original payment method.
Please contact our billing support team before filing a chargeback with your bank. Chargebacks trigger a formal dispute process that takes significantly longer to resolve and may result in your account being suspended while the investigation is open. Our team can almost always resolve billing errors faster through direct contact.