Missing or deleted recordings

If your recordings are suddenly no longer shown, there may be different reasons for this.

In this article, you will find out what you can check and under which conditions recordings can be restored.

Table of contents

1. My recordings have suddenly disappeared – what can I do?

2. Can my recordings be restored?

1. My recordings have suddenly disappeared – what can I do?

If your recordings are no longer shown, please first check the following points:

• Are you logged into the correct Zattoo account?

• Is your subscription still active?

• Were the recordings automatically removed because of a limited retention period?

• Were the recordings deleted manually?

Please note:

• Your recordings remain stored in your Zattoo account as long as your subscription is active.

• Recordings are automatically deleted after 2 years.

• If there is a subscription interruption, your recordings are deleted.

How to check your subscription status:

1. Log in to your account on the web:
   Login

2. Go to Settings.

3. Click Manage my account.

4. Open the Subscriptions section.

5. Your current subscriptions will be displayed there.

If the required subscription is not listed, then:

• you are either logged into the wrong account

• or your subscription has already expired

2. Can my recordings be restored?

Recordings can only be restored under certain conditions.

Restoration is only possible if:

• the subscription is booked again on the same Zattoo account

• the new subscription is booked within 7 days

Restoration is not possible if:

• recordings were deleted manually

• the retention period of the recordings has already expired

• your subscription has been interrupted or expired for more than 7 days

Please note:

• Recordings cannot be transferred to other Zattoo accounts.

• Restoration on a different account is not possible.

• We recommend enabling automatic renewal for your subscription to avoid any interruption.

If your recordings were not restored despite renewing your subscription in time, please contact our support team via the contact form.

To help us process your request as quickly as possible, please provide the email address registered with Zattoo so that your account and subscription status can be checked directly.