Incorrect charge
If you see a charge from Viaplay that you do not expect, you can use this guide and follow the steps to check what the transaction is for, as well as how to proceed.
1. Check whether the amount is reserved or charged
A reservation of an amount, also called an authorisation, is not a completed payment. A charge, on the other hand, is a completed and booked purchase.
To check the status of the transaction, do the following:
- Open the transaction in your online bank or banking app.
- Check the transaction status.
- If the status is Reservation or Authorisation:
Wait a few banking days until the reservation is automatically released by the bank. No payment has been completed. - If the status is Charge, Purchase or Booked:
Continue to the next step.
2. Check your subscription status
To check the status of your account, follow the steps below:
- Go to Viaplay.com in a web browser.
- Log in to your Viaplay account.
- Open My account, available under your profile icon.
- Check the Package information and Payment information sections.
- Which package is active and the price.
- Start date of the package.
- Next billing date.
- Whether a discount or free period is applied.
If the package is active without a discount or free period, the charge is linked to a billing period.
3. Check if a free trial is active
If a charge has occurred despite having a free trial, it may be because:
- The free trial has already been used for the same account or offer.
- A voucher code or discount was not activated before the package started.
Check that a free trial is active:
- Go to Viaplay.com in a web browser.
- Log in to your Viaplay account.
- Open My account, available under your profile icon.
- Check the Package information section.
If no free trial or discount is active, it means the package is active without an offer.
