Work through the checks
- Collect the purchase name, email, date and order reference.
- Read the 30-day first-time subscription window and the listed exclusions.
- Describe the issue and the support checks already made.
- Contact support and retain a copy of the request.
Reseller credits, renewals and other listed exclusions are not presented as automatically refundable.
Send the useful details
Tell support the actual device model, OS, player and version. For playback, name the item and time zone. For an order, use the receipt reference. Keep passwords, private playlist URLs, device keys and full payment details out of public screenshots.