No subscriptions showing in NOW TV

[shelm96]

Hi, I've recently ordered EE TV through BT and I'm trying to activate my NOW TV subscriptions (Entertainment and Cinema). When I log in to my NOW TV account using the email I entered when I checked out with BT, it's not showing any subscriptions (it's asking me to pay to add Entertainment/Cinema).

I've already followed the link from the BT TV order confirmation to activate my NOW TV account and I've tried going through this and changing my password too, but still doesn't seem to work.

Any ideas?

[Michael_D]

Hi @shelm96 

Welcome to the community.

It is a bit strange that there was no subscriptions showing  I just set mine up last week and you've followed the right steps if you've had the activation email.

When you were then logged in, did you get a white screen about the charges for the subscriptions that were set up or did you have to actually select what you wanted to subscribe to?

Michael

[shelm96]

Hi Michael

I've pasted in below what I was sent in the BT order confirmation email. It seems to suggest that the NOW account is already linked up and good to go. If I follow the 'set up a NOW account' link, it just takes me to a password reset page. Once I've reset my NOW password it just takes me to a logged in 'Memberships' page on the NOW website, but none of the subscriptions are showing. I just get the option to start trials for Cinema, Entertainment etc (see image)

"How to watch NOW
Your NOW email address is: ******************

You'll need this, and a password, to watch NOW. If you don't have one yet, set up a NOW account .

To start watching, search for NOW in your app store, or go to nowtv.com  to watch online.

You can watch your partner content straight-away online or via the apps as soon as you've activated your subscriptions. You can also watch them on your TV box when it's set up."

Thanks

[Michael_D]

Thanks for sending that all over @shelm96.

If you login to the NOW app, and try to select a movie to watch from the Sky Cinema selection, are you able to play it or is it giving you options to subscribe again?

Michael

[shelm96]

@Michael_D it's asking me to subscribe. It seems like my BT and NOW accounts aren't linked at all.

Only thing I can think is whether I mistyped my NOW email address when I checked out with BT? The order confirmation from BT blanks out every other character so I can't check whether it was correct.

[Michael_D]

That could be something that would cause it @shelm96.

The best thing I can suggest would be to speak to our TV Account and Billing guides, who can have a check on the account for you, and if it does need updating, help to get that done.

Michael

[shelm96]

Hi @Michael_D spoke to Guide a couple of days ago and they told me I'd need to wait until my TV box arrives. It's arrived today and NOW is working fine on my TV box, but when I sign in to the account on a browser or the NOW app I'm still getting the same issue where I can't see my subscriptions. Called BT again today and they confirmed the email address they have for NOW is matching the email address I'm trying to sign into NOW with.

Contacted NOW who told me there was an additional old NOW account associated with my email address which was the issue - so they moved that old account to a different email address.

Thought that would be all resolved but unfortunately the issue is still persisting. Spoke to NOW on live chat again and they've exhausted all their troubleshooting.

I will try phoning BT again and update unless anyone has any ideas.

[Katie_B]

Hi @shelm96. 

Thanks so much for keeping us updated. 

If NOW have taken all the steps they can, I'd recommend getting back in touch. 

Please be sure to let us know the outcome of your call. 

Finger's crossed this is working for you soon. 

Katie

[shelm96]

@Katie_B BT agent has suggested moving the account to a different email address which makes sense to me as I suspect the issue is still being caused by the old NOW account details linked to my same email address.

BT have escalated this and I'm waiting for a callback within 2 days. Will update here when I hear more.