Unknown charge from Viaplay
Viaplay has billed me but I can’t see a subscription on my account
If you have been billed by Viaplay, but you can’t see a purchase on your account, it usually means that your payment card is connected to a different Viaplay account. You can check which payments have been billed on your Viaplay account by looking in your purchase history, which can be found from your account settings.
If the payment has been billed from a different account, we recommend that you try logging in with all the different email addresses that you have used on Viaplay to see if the purchase was made there. If you are not sure about which email addresses you have used, you can look for your account with the instructions here.
If you cannot find the reason for the payment, contact our customer service and we will help you. When you contact us, include the following information:
- Last 4 digits and the expiration date of the card that was billed
- Amount billed
- Date of the payment
Our customer service can use this information to trace the payment.
Important! Keeping your personal information protected is incredibly important to us. Only send the above information to our customer service. We will never ask for your full card number.
I was billed twice
Your subscription is billed once a month from the registered payment method. If you have been billed for a subscription twice within 30 days, it could be because we were unable to bill your previous monthly payment on your original billing date. In that case the payment can have been billed a few days later than usual. If your monthly payment could not be billed, you receive an email from us notifying you about it.
You might also see more than one billing from us if you have changed the payment date of your subscription or updated your package to a larger one.
If you cannot find an explanation for the payments from your purchase history on the account, your payment card is connected to a different Viaplay account. See more below.
I was billed but I have never signed up for Viaplay
If you have noticed a charge from Viaplay but don’t remember signing up for Viaplay, contact our customer service.
When you contact us, include the following information:
- Last 4 digits and the expiration date of the card that was billed
- Amount billed
- Date of the payment
Our customer service can use this information to trace the payment.
Important! Keeping your personal information protected is incredibly important to us. Only send the above information to our customer service. We will never ask for your full card number.
I am still billed for a subscription but my payment card has expired
When the card you have registered on your account expires, and you receive a new card which has the same card number it is possible that the payments for a subscription can continue. This is possible because some banks have a cooperation with our payment supplier which means that if the card number hasn’t changed on the new card the payments for a subscription will still go through.
