My payment or subscription renewal is not working

If your Zattoo payment failed, your subscription was not activated, or your subscription did not renew automatically, you can find possible causes and solutions here.

Quick check

In many cases, the issue can be resolved quickly. Please check the following first:

• If your subscription has already expired or the automatic renewal failed, you can resubscribe via Upgrade to reactivate it for your account.

• Complete the 3-D Secure confirmation with your bank.

• Wait until the payment process is fully completed and do not close the page too early.

• Wait a few minutes before attempting another payment.

• Try using a different browser or device.

If the issue persists, you will find further possible causes and solutions in the sections below.

Table of contents

1. Payment failed when purchasing a subscription

2. Error message: “Something went wrong”

3. Payment completed but subscription not activated

4. Automatic renewal failed

5. Reactivating your subscription

6. What can I do if the payment does not work?

7. Payment still not possible?

1. Payment failed when purchasing a subscription

If your payment was not successful when purchasing a subscription, please check the following points first.

Credit card (Visa / MasterCard)

If you pay by credit card and the payment is declined, please check:

• Is your card still valid?

• Did you enter the CVV security code correctly?

• Has your daily or card limit been reached?

• Is 3-D Secure / two-factor authentication enabled?

Check payment details

Even small typing errors can cause a payment to be declined.

Please carefully check:

• Card number

• Expiration date

• CVV / security code

Please note:

When paying by credit card, you may be redirected to your bank for confirmation.
If this confirmation fails, please contact your bank or try another payment method.

PayPal

If you pay with PayPal and the payment is not successful, please check:

• Was the payment fully confirmed in PayPal?

• Is a valid payment method linked to your PayPal account?

You can also try:

• starting the payment process again

• using a different browser

Klarna (Germany and Austria)

If you pay with Klarna and the payment is declined:

• Check that your personal details were entered correctly.

• Make sure the payment confirmation was completed.

Please note:

Klarna performs its own risk assessment. If a payment is declined, Zattoo cannot influence this decision.

TWINT (Switzerland)

If you pay with TWINT and the payment is not successful, please check:

• Is sufficient balance available?

• Has a daily or payment limit been reached?

• Was the payment confirmed in the TWINT app?

PostFinance (Switzerland)

If you pay with PostFinance:

• Check whether the payment was fully confirmed.

2. Error message: “Something went wrong”

When purchasing a subscription, you may sometimes see the message:

“Something went wrong. Please try again or contact support.”

This message appears when the payment process could not be completed successfully and no more specific error message is available.

Possible causes include:

• The 3-D Secure confirmation was not completed

• Too many payment attempts within a short time

• The payment method was blocked by the bank

• Security checks by the payment provider declined the payment

• The payment process was interrupted during confirmation

What you can try

• Start the payment process again.

• Check your payment details carefully.

• Wait a few minutes before trying again.

• Use a different payment method if necessary.

You can find additional tips in section 5 What can I do if the payment does not work?

If the message continues to appear

Please contact our support and send us:

• your registered Zattoo email address

• the payment method used

• the time of the payment attempt

3. Payment completed but subscription not activated

In rare cases, a payment may be successful but your subscription is not activated.

This can happen if the payment process was interrupted or the confirmation was not fully completed.

Subscription purchased directly via Zattoo

If your account was charged but your subscription is not active, please send us:

• your registered Zattoo email address

• the payment method used

• date and time of the payment

• transaction number or payment receipt (if available)

Subscription purchased via Apple

If you purchased your subscription via Apple:

• Subscriptions are fully managed through your Apple ID.

• The subscription is automatically linked to your Zattoo account.

If your subscription is not displayed, first check whether you are logged in to Zattoo with the correct email address.

If the issue persists, please contact our support and send us:

• your registered Zattoo email address

Subscription purchased via Google Play

If your subscription was purchased via Google Play and is not displayed, please send us:

• your registered Zattoo email address

• your Google Play order number

• the Google email address linked to Google Play

Subscription purchased via Amazon

If your subscription was purchased via Amazon:

The subscription is fully managed through your Amazon account.

Please contact Amazon support for payment or subscription related questions.

4. Automatic renewal failed

If you receive the email:

“Your subscription renewal has failed”

this means that the automatic renewal of your subscription could not be completed successfully.

In this case, your subscription is automatically ended.

Important

Adding or updating a payment method does not automatically reactivate your subscription.

You need to book your subscription again manually to restore access.

5. Reactivating your subscription

If your Zattoo subscription has ended, you can reactivate it at any time.

How to reactivate your subscription

1. Log in to your Zattoo account.

2. Go to Upgrade.

3. Select the subscription you want.

4. Add a valid payment method.

5. Confirm the purchase.

6. What can I do if the payment does not work?

If your payment cannot be processed, please also check the following technical points.

Update or change your browser

Use a current browser:

• Google Chrome

• Microsoft Edge

• Safari

• Firefox

Clear cookies and cache

Clear your browser’s cookies and cache and then try the payment again.

Use another device

Try completing the payment on another device (for example a mobile browser on your smartphone or tablet instead of a computer).

Disable VPN or security software

VPN services, firewalls, hosting connections or Private Relay may interfere with the payment process.

Disable these services temporarily while completing the payment.

Ensure a stable internet connection

If the internet connection is interrupted during the payment confirmation, it may happen that the payment is not processed completely.

7. Payment still not possible?

If your payment is still not successful, please contact our support via the contact form and send us:

• your registered Zattoo email address

• the payment method used

• the time of the payment attempt

• the exact error message (if displayed)

This will help us review your request.