Why can't I see benefits after subscribing to Viki Pass? – Help Center

If you do not see benefits after subscribing to Viki Pass, please check that you are logged in to the correct account with the subscription first:

Log out of your account
Log back into the Viki account you have subscribed with on all your devices.

How do I find the Viki account that I've subscribed with?

For subscriptions made via the website, a Viki Pass confirmation email will be sent to the email address linked with your Viki account. So do log into Viki with this email address to access your subscription benefits.
For subscriptions made via the mobile or TV apps, a Viki Pass receipt email will be sent from Apple/Google Play/Roku. Do check that under your device settings (not the Viki app); you are logged in with the email address that sent the receipt. This would help to restore the subscription with the steps listed below successfully.

If you are still not able to find your Viki subscription account, you likely have another account linked to the subscription. You can find out more here.

Apple subscriptions

If you purchased Viki Pass on your iOS device and didn't see benefits, it is also possible that the Apple transaction is not linked to your Viki account.

To link your Apple in-app purchase to your Viki account, do the following:

First, make sure you are logged in with the Apple ID you used to subscribe to.
Log in to your Viki Account.
On the bottom menu, go to ME
Tap the Settings icon on the top right corner
Scroll down to Viki Pass > Tap Restore purchase

If you do not see a Restore Purchase option, please take the following steps:

At the menu at the bottom, tap on Home
Tap on 'Get Viki Pass'
Scroll down and tap 'Restore purchase'

Refer here for more help finding your other Viki accounts or finding your Apple subscription account.

Google Play subscriptions

If you subscribed on the Android mobile/TV Viki app and don't see benefits, it is possible that your Google Play transaction is not linked to your Viki account.

To link your Google in-app purchase to your Viki account, do the following:

Make sure you are logged in to the Google account you used to subscribe to.
Log in to your Viki Account.
On the bottom menu, go to ME
Tap the Settings icon in the top right corner
Scroll down to Viki Pass > Tap Restore Benefits

If you do not see a Restore Purchase option, please take the following steps:

At the menu at the bottom, tap on Home
Tap on 'Get Viki Pass'
Scroll down and tap on Restore benefits

I'm getting a "Your subscription cannot be changed as it does not match with either your Google Play or Viki account. Please try again with your other Viki or Google Play Store account." error message.

If you get this error message when restoring purchase, this means that you are either:

Logged in to the wrong Viki account on the app
Logged in to the wrong Google Play account on your device settings

Please log in to the accounts that your subscription has already been linked to and you'll be able to access your Viki Pass benefits. Refer here for help on finding your other Viki accounts or here to find your Google subscription account.

Roku subscriptions

If you purchased Viki Pass on your Roku device, and don't see benefits, it is possible that the Roku transaction is not linked to your Viki account.

To link your Roku channel purchase to your Viki account, do the following:

Make sure that your Roku device is linked to the Roku account that you used to subscribe to.
Log in to your Viki Account.
On the left side bar, click on the Settings icon
Scroll across to More > select Restore Purchase

Refer here for more help on finding your other Viki accounts or here to check if you are logged into the Roku account with your subscription.

What do I do next?

If you still don't see benefits after following the above steps, please write to us and include:

Screenshots of the error message, locked shows, or ads you see
Your Viki Pass account username or email address
A full copy of your Viki Pass receipt received over email