Afl live pass is not working

[dgreenwood]

I have paid my subscription but my AFL live pass has not workef for the past few weeks.

[Jupiter]

Can you describe what happens (including any error messages) when you try to use it.

[Kjorg]

Hi @dgreenwood

Thank you for your post, my apologies for any issues you're experiencing with AFL Live Pass. 

Can you be more specific about what you mean when you say it is not working?

Are you unable to log in?

Unable to access content?

Getting any error messages?

What device are you using to access the AFL Live Pass? (mobile/tablet, make/model etc) 

What version of iOS or Android is your device running? 

[dgreenwood]

I am having problems since changing phones in the last two weeks. I have a Samsung 8 and a Samsung 10. I have uninstalled and reinstalled the AFL app as late as last night but still have no access to Live Pass. Checked that payment went through in April. Each time I login and attempt to watch, the app takes me to the subscribe page

[Kjorg]

Hi @dgreenwood

Did you subscribe via Google Play Store on your device? 

If so, you will need to restore your subscription. 

To restore your purchase in the AFL App, go to 'More' > 'My Account' > 'AFL Live Pass' then you should see the option to restore or purchase, if you select the restore option and follow the prompts to restore your purchase. Once complete, you should be able to access your live pass.

Please let us know if you require any further assistance. 

[dgreenwood]

I tried that but the following came up. Subscription Error.  A subscription for AFL Live app could not be found, please buy one. OK.

This is a concern as I checked my bank account and payment has been made and my subscription was working two weeks ago prior to the change of phones.

[Jupiter]

What is the description next to the charge on your statement?

[aaron_h]

Hello @dgreenwood,

Apologies for the issues accessing your Live Pass

First we need to clarify who the subscription is with. If you check how the charge appears on

your statement, this will indicate who the subscription is with.

Then we need to figure out what email address you used to subscribe. Did you sign into

the same Google account when changing Samsung's?

If you open the Play Store, then the options menu, then subscriptions, can you see your subscription?

Please don't post your private details (email address etc) in this forum as this is public. If we require

private information we can send private messages.

[dgreenwood]

the charge appears on my statement as: TELSTRA APPLICATIONS MELBOURNE AU

[dgreenwood]

the charge appears on my statement as:
TELSTRA APPLICATIONS MELBOURNE AU

[aaron_h]

Hey @dgreenwood

I'll send a private message shortly to collect your details.

To access your private messages, please refer to the relevant instructions below:

If viewing on a desktop/laptop:
In the top right hand corner of CrowdSupport, you should see a profile icon, with a drop down - Select Messages. This is your inbox & will contain any private messages you receive via CrowdSupport.

If viewing on a mobile device:
Tap the messages icon at the bottom of the screen & select the login option to sign into your account. This will take you back to the original page, where you can select message to access your inbox. This will contain any messages you receive via CrowdSupport.