Check the reason for double charging
The subscription for Viaplay packages is charged monthly every 30 days from the day the payment method was registered. If you have been charged for a subscription twice within 30 days, without changing the payment date yourself, this may be due to a delayed payment, a subscription change, or an additional purchase.
Follow the steps below to check the reason for the charge:
- Log in to the Viaplay account that was charged.
- Open My account.
- Select View payment history.
- Check the date, title, and amount of your charges.
Read below to learn about the most common reasons for irregular charges:
A previous charge failed
If the charge did not go through on the regular date last month, the amount may have been taken a few days later than usual. If your monthly charge does not go through, you will receive an email from us with information about this. Therefore, check your inbox if you want to confirm that this is the reason for the irregular charge.
Upgraded package
If you have upgraded your Viaplay package to a package with more content, you are charged immediately for the new package and automatically refunded for any remaining time on the previous package.
Rented/purchased a movie on your account
When a purchase has been made, you will receive a receipt at the email address registered to the account. Therefore, check your inbox if you want to confirm that this is the reason for the charge.
Another Viaplay account linked to the same payment card
If you cannot find an explanation for the charge in the purchase history under My account, you need to check whether the payment card is linked to another Viaplay account. If you are unsure which email addresses you have used to create accounts, and which accounts are linked to your payment card, you can find out by following the instructions here.
If you still cannot find the reason for the charge, contact customer service and provide:
- The last four digits of the payment card that was charged
- The payment card’s expiry date
- The amount that was charged
- The date of the charge
Important! Protecting your personal information is incredibly important to us. Only send the following information to our customer service team. We will never ask you for your full card details or your personal identity number.
