My subscription is not displayed

Here's what to do if your Zattoo subscription isn't showing after login. The most common causes: wrong email address, an accidentally created second account, or an expired subscription. First, check the email address in your settings and verify that a recent payment has been made. Then go through the following steps one by one.

Table of contents

1. Check your email address

2. Rule out a second account

3. Has your subscription possibly ended?

4. Where was the subscription booked?

5. Subscription booked directly via Zattoo

6. Subscription booked via an app store or third-party provider

7. Not sure where you booked?

1. Check your email address

Open the Zattoo app or website and go to:

Settings

There you can see which email address is currently logged in.

Make sure this is the same email address you used to book your subscription.

If a different email address is shown:

• Select Log out

• Log in again using the correct email address

2. Rule out a second account

Many users accidentally create a second account using a different email address.

Common reasons:

• Typo during registration

• Signing up via Google, Apple or Facebook

• Using an old or alternative email address

If you suspect your subscription is linked to another account:

• Log out

• Log in again using a different email address

3. Has your subscription possibly ended?

If the automatic renewal was not successful (e.g. due to a failed payment), your subscription may have been automatically deactivated.

In this case, no active subscription will be displayed.

You can find more information here:

Payment or automatic renewal failed

4. Where was the subscription booked?

If your subscription is not displayed despite a successful purchase, please first check through which provider it was booked.

Your subscription may have been booked:

• Directly via Zattoo

• Via Google Play

• Via Apple

• Via Amazon

• Via a partner (TV, internet or mobile provider)

If you are unsure, please review your bank statements or order confirmations to identify the booking channel.

5. Subscription booked directly via Zattoo

If your subscription was booked directly via Zattoo, we can check your account using your payment details.

Please send us the following information via our contact form:

Credit card

• Masked card number in this format: 123456xxxxxx1234
  (first 6 and last 4 digits)

• Card type (Visa / MasterCard)

• Date and time of the charge

PayPal

• PayPal email address

• Transaction ID

Klarna

• Shop reference (18-digit number)

PostFinance

• Masked card number (e.g. ****1234)

• Reference number from the payment confirmation

Twint

• Date and time of the transaction

• Transaction number

6. Subscription booked via an app store or third-party provider

Google Play

If your subscription was booked via Google Play, please send us:

• Google Play order number

• Google email address

Apple

If your subscription was booked via Apple:

Subscriptions are fully managed through your Apple ID.
We do not have access to contract or payment data.

Please contact Apple Support directly for any subscription or payment-related questions.

Amazon

If your subscription was booked via Amazon:

The subscription is fully managed through your Amazon account.
Please contact Amazon Support directly for assistance.

Other partners

If your subscription was booked via a TV, internet or mobile provider, it is fully managed by that provider.

Please contact the respective provider directly.

Overview of all partners and contact options

7. Not sure where you booked?

If you are unsure where your subscription was booked, please send us:

• Your registered Zattoo email address

• Relevant payment information

We will be happy to review your case.