If you detect any additional or unexpected charges on your selected plan, carefully consider the following, click on any of the following options for more details:
Origin and concept of the position
Carefully review the concept or origin of the charge you have observed:
- If you identify the name of an application store or provider, for example: Apple, Google, Amazon, among others, it is recommended that you write it down in case it is requested by the provider. Remember to verify that it is associated with ViX.
- If you have the possibility, check your mobile banking in detail, as you could find additional information on the charge related to the provider.
- Confirm the dates on which the charges you identify were made, compare this information to identify if it is related to an alternate account, or to any change of plan.
- It is important that you share these details if you decide to contact our support team.
In the following section you can consult more details about suppliers.
App stores and other devices
Depending on the type of device you use to enjoy ViX, your subscription information may vary. Remember that when managing your subscriptions, you may use a different email than the one registered in ViX. Check the following points:
- iOS or Android mobile devices: Check your subscriptions in the app store. If you use iOS, go to the App Store; If you have an Android device, check out the Play Store.
- Smart TV: some providers may offer you the management of your subscription through their respective applications, for example Roku, Amazon*, Samsung, Google, etc. Check the corresponding subscriptions section if you have any of them.
- TV programming service: Check account statements or subscriptions made by your TV provider, for example: izzi, Totalplay, among others.
- From the web: If you subscribed using our website through a mobile browser or PC, your payment is made directly with us.
Please review carefully if you notice a charge made based on the information provided above.
Multiple Accounts
If you share access to your devices with other people, verify that one of them has not created an additional account as this could cause you to have one or multiple subscriptions.
- Enter the section "Mi cuenta" and check the email associated with your Premium service
- Identify the email associated with the subscription that you do not want to keep and cancel using the steps corresponding to your provider, for more details click here.
- Consider that each subscription can be managed by different providers. For accepted payment methods, click here.
*To know more details about your subscription through Amazon click here.
If you need clarification, we remind you that it is important to indicate your email or emails registered as Premium, date of payment, amount/s and, if possible, an image of the charge to validate the information.