[Closed] Viki pass and mobile app aren't working

Hi.
I am facing issues with my account.
I am a viki translator from english to italian, i've reached the 3000 sub goal, but the viki pass standard didn't activated and i have a viki pass basic. The QC distinctive is on profile but after a few days still doesn't work, and that's a problem because i can't help the teams that i've joined for subs. Plus, on my mobile app (android 6.0), the chromecast connection disappared (a function that i've used a lot).
I've add a screen from my profile on pc with the problem in red.
Thanks|!

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    Hi there! 

    The reason why this is occurring is that you have an active Viki Pass Subscription via Google Play.

    I've gone ahead to cancel your Google Play subscription but because of the way our system works, your QC benefits will only take effect after May 22, 2019, after your Google Play subscription ends. 

    I hope this helps and we appreciate your kind understanding!

    Cheers,
    Joshua

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  • With regards to your Chromecast issue, to make sure this is not app problem can you please try the following?

    1. Log out from your account
    2. If you're on an Android device, clean the cache and cookies on your device
    3. Uninstall and reinstall both the Viki and Chromecast app on your device.
    4. Turn your mobile device off and on again.
    5. Reboot your Chromecast device from the Chromecast app
    6. Turn off your internet router, wait 30 seconds, and turn it back on.
    7. Make sure Chromecast is connected to the same Wifi network as your device. Also do note that they are either on the same 2.4GHz or 5GHz wifi network.
    8. Log back in to your Viki account and try casting again.

    Are you still having the same issues with the Viki app and Chromecast? If so, can you please provide the following information?

    • An exact description of the problem you're experiencing.
    • The model and OS version of your device.
    • Your current location /region.
    • A copy/paste or screenshot of the information you see in this link: www.viki.com/debug
    • A screenshot or short video of the error message or issue.
    • The model number of your Chromecast device.

    I'll look forward to your response!

    Cheers,
    Joshua

    Note: To respond to thread, please click on “View the post” in the email notification. Responses to the email notification will not update the thread and are not received.

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