Answered

[FIXED] Issue: Viki Pass Upgrade/Downgrade on Android apps

-UPDATE on 13th August 2020, 16:00 (GMT+8): Issue is now fixed, please refer to the pinned comment below for more details-

We're aware that some users are facing issues seeing their subscription benefits under upgrading/downgrading their Google Play Viki Pass subscription on Android apps. 

Our engineers are currently looking into it and will be releasing a fix as soon as possible.

In the meantime, please leave a comment below if you are facing this issue and we'll help to adjust your account accordingly.

Sorry for the inconvenience and thank you for your patience as we work on fixing this!

We will post updates here once the issue is resolved as well.


Note: For other issues related to subscriptions made via Viki.com or iTunes/Roku, please send details (screenshots included) to our Help Center at bit.ly/VikiHelp and we will get back to you as soon as possible.

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16 comments
  • Official comment

    Hi all,

    Thank you for your patience. Our engineers have gotten back and this issue is now fixed.

    To see your change in subscription reflected, follow these steps to restore purchase again:

    1. Make sure you are logged in with the Google account you used to subscribe in your Android device's Settings.
    2. Log in to your Viki account on the Viki Android app.
    3. At the menu at the bottom, tap on ME
    4. Tap on the Settings icon at the top right corner
    5. Scroll down to the Viki Pass section and tap on Restore Purchase

    Hope this helps!

    If you're still having the same issues, please comment below or send details (screenshots included) to our Help Center at bit.ly/VikiHelp and we will get back to you as soon as possible.

    Cheers,
    Michelle

     

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  • Hi all,

    This post is created for users with subscription benefits issues after upgrading/downgrading their Google Play Viki Pass subscription on Android apps. 

    We appreciate your understanding that all non-related issues will be deleted from this thread. 

    • For updates on the outage/downtime on 7th August 2020 (GMT+8), please refer to this post.
    • For all other issues, please send details (screenshots included) to our Help Center at bit.ly/VikiHelp and we will get back to you as soon as possible.

    Thank you!
    Michelle

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  • I'm having this issues aswell. Please contact me.

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  • Hola, tengo un problema con la suscripción, tenía el plan viki pass básico y decidí cambiarlo a un plan viki pass plus y no puedo ver los beneficios del plan, sigue diciéndome que actualice a un viki pass plus e incluso ya está hecho el cobro por viki pass plus, soy usuario android por si eso tiene algo que ver en el problema
    Ayuda por favor

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  • I upgraded to a viki plus subscription on my Google play but now my viki app says it doesn't see any active viki subscription associated with my account. I even logged out and back in and did "restore benefits" and confirmed my same linked Google account for viki was there but it keeps not working and doesn't see an active viki subscription even when i go to my same Google play account and see that I do have an active viki plus subscription.

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  • Same issue here, just upgraded to Plus annually today. Then it states that I'm not subscribed at all. 

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  • I upgraded from viki pass to viki pass plus yesterday and now it shows that I don't have any subscription at all. I've tried logging out and logging back in but still not even showing the old viki pass subscrition.

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  • HI Michelle,

    I have updated my app and refreshed "restore my benefits" in the settings section - but there seems to be a difference between my Viki web view and app view. In the web view I am able to see KOCOWA but in the app view KOCOWA is not showing up.

    Could you help me please. I am a Viki Pass Plus subscriber so this access should not be an issue at all.

     

    Thanks,

    Nandini

     

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  • me cambie de suscripción, de standard a plus, me llego el correo que confirma el pago de google y al momento de entrar a mi sesion en viki no me reconoce ninguna suscripcion, cuando trato de restaurar la suscripcion me dice que no esta para la cuenta con la cual hice el pago, ya de esto van 3 dias y no ha pasado nada, e incluso me cancelaron la suscripcion standard. he probado todo lo que me sale en soporte y nada de nada. solo quiero que restauren mi suscripcion o me confirmen que tengo que hacer, gracias

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  • Me cambie de básica a plus en la app y me realizo el cobro, me llego el correo del cambio, en el servicio de google veo activa la suscripción y en la app ni en web me reconoce ningún pase es mas no reconoce que mi cuenta de google este vinculada con la cuenta de viki y ya van 3 dias, si no responden rápido por lo menos deberían garantizar una compensación sobre estos días sin servicio ya que si vamos a pagar por un "mejor servicio" y en mi caso pague la suscripción plus en pago ANUAL y es una cantidad fuerte de dinero no me parece que por su error tenga varios días sin el servicio. 

     

    Estare al pendiente.

    Gracias.

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  • Hello Milie, jossy_valverth_215, jkong001_7, matt4av_709, tvarona_393, nanpatnaik_994, jovy_75_883, kuinsamara_87 !

    Thank you for commenting with your issue.

    We have replied to your tickets via the Help Center with more details and assistance. 

    Hope that helps and feel free to write back to us on that same ticket if you have more questions/concerns.

    Cheers,
    Michelle

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  • I'm having the same problem. I've already added a support ticket 3 days ago but I haven't received any reply.

    I upgraded to Viki Pass Plus via Google Play. Instead of having the subscription, it's totally gone. I have tried to restore my benefits and all the troubleshooting guide but to no avail.

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  • I am having same issue through Google play upgrade from standard to plus and it now showing no subscription on Viki.

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  • Good evening,
    I am experiencing the same issue. I just upgraded from basic to standard Viki pass and now i am not subscribed at all :') pls fix this asap.

    Greetings,

    Demian

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  • Hello,my standard viki pass is supposed to be good until December 2020.  I just wanted to try Viki Plus for a month to see what shows are available.  When I clicked on Viki Plus, it now says I'm not subscribed to anything at all--not even standard. Please help!  I just want to go back to my paid standard, and then I'll upgrade and renew in December. Until then, please restore my standard pass.

     

    Thank you!

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  • Hi JV, b21smith2_690, demiano14_328 and dbkookie !

    We have replied to your tickets via the Help Center with more details and assistance. 

    Hope that helps and feel free to write back to us on that same ticket if you have more questions/concerns.

    Cheers,
    Michelle

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