If you have subscribed to Viki Pass but are not seeing your Viki Pass benefits, first check that you are logged in to the Viki account that you used to subscribe to Viki Pass with:
- Log out of your account
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Log back into the Viki account that you used to subscribe to Viki Pass with.
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 to your Viki account. Do log into Viki with this email address to access your subscription benefits.
- For subscriptions made via the mobile or TV apps, an email containing a receipt for your Viki Pass subscription will be sent from the relevant mobile or TV app store. Do check under your device settings (not the Viki app) that you are logged in with the correct email address. Please follow the steps listed below to restore subscriptions made through Apple, Google Play and Roku.
If you are still unable to find your Viki subscription account, it is likely that a different Viki account is linked to your subscription. You can find out more here.
If you subscribed to Viki Pass on your iOS device but do not see your Viki Pass benefits, it is 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.
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.
If you subscribed to Viki Pass on your Roku device, but do not see your Viki Pass 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
- Select Subscription
- Scroll across to Manage Subscription > 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 should I do next if I still do not see my Viki Pass benefits?
If you still do not see your Viki Pass benefits after following the above steps, please write to us and include the following information:
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Screenshots of the error message, locked shows, or ads you see
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Your Viki Pass account username or email address
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A full copy of your Viki Pass receipt received over email