Your access isn't working as expected? The problem can usually be traced back to one of the following three points:
1. Incorrect user account
This is often because you are logged in with a different email address than the one you used to make the purchase.
Solution: Log out and log in with the email address you used to make the purchase. Check your emails for the purchase confirmation to make sure you have the correct address.
2. Wrong subscription package for the desired content
We offer various GAMEPASS models (e.g., for Switzerland, Germany, or Austria, as well as specific country associations). Your subscription only covers the content that was included in the package when you purchased it.
Problem: For example, you have an Austria GAMEPASS, but want to stream content that is only included in the Germany package. This is not included in your current subscription.
Solution: Check your account overview to see which country or association your GAMEPASS is valid for. If you want to view content from other regions, a separate or extended subscription is usually required.
3. Payment made, but account unclear
The payment has been debited, but you don't have access and don't know which account the subscription is running under? We'll help you find it.
Solution: Send us a message with the following billing details so we can find the transaction:
- Transaction details: Date and exact amount of the debit.
- Payment method: How did you pay (e.g., credit card, PayPal, Apple Pay)?
- Credit card info: Type of card (e.g., Visa, Mastercard) and the last 4 digits of the card number.