Charges from Viaplay when included via a TV provider
If you are being charged by Viaplay even though Viaplay is included with your TV provider, you most likely have a separate active Viaplay package as a direct customer. This package is not cancelled automatically when you activate Viaplay through a partner, such as your TV provider.
See the options below and follow the instructions to identify where the extra Viaplay package you are being charged for is located, and how to cancel it if you wish:
Viaplay through a TV provider activated with an existing account
If Viaplay through your TV provider was activated by linking it to an existing Viaplay account with the same email address, the previous Viaplay package remains on the same Viaplay account. The previous Viaplay package is not cancelled automatically when the package through the TV provider is activated.
Follow the steps below to check whether the package you are being charged for is active on the same account:
- Log in to Viaplay with the same email address and password as the Viaplay account linked to the TV provider’s package.
- Select the profile icon in the top right corner.
- Open My account.
- Check the Package information section to see whether the account has an active package with direct payment.
- If both a package through a partner and a package directly through Viaplay are shown, you can manage your package as a direct customer in the Package information menu.
Viaplay through a TV provider activated with a new email address
If Viaplay through your TV provider was activated by creating a new Viaplay account with a new email address, the previous Viaplay package you are being charged for is most likely on another Viaplay account.
Follow the steps below to find the correct account:
- Log out of the Viaplay account with the package provided by your TV provider.
- Log in with another email address you have used to create a Viaplay account.
- Select the profile icon in the top right corner.
- Open My account.
- Check the Package information section to see whether the account has an active package with direct payment.
If you are unsure which email addresses you have used to create accounts, you can search for your accounts by following the instructions here.
Cancel the subscription you are being charged for
If you want to cancel the Viaplay package you are being charged for directly by us, you can do so by following the instructions here.
Please note that the content you have access to will change if the package being cancelled has a wider selection than the one included through your TV provider.
