Identify the account you want to extend
Find the receipt or activation conversation from your previous purchase. Check the seller domain first, then gather the order reference and account identifier. If you have more than one subscription, say which one you want to extend.
Keep the account password private. Support can start with your receipt reference and the account identifier supplied in the original conversation. If another seller handled your purchase, use that seller’s support channel; a similar website name does not mean the accounts are connected.
Confirm the renewal details in one message
Ask whether the renewal continues the existing account or requires new credentials, and how any remaining time is handled. Do not assume that an early renewal automatically adds to the current expiry date. Get that confirmed before payment.
Changing connection count can be a different operation from extending a term. Ask for the full amount and the correct payment link for the agreed change. Keep that confirmation with your receipt.
- The order reference or existing account identifier.
- Your current expiry date, if shown in the player.
- The new subscription term you want.
- How many simultaneous connections you need.
- Whether your device or player has changed since the last order.
Compare the current terms
Use the current plan comparison as a reference rather than an old screenshot. The listed prices are USD totals for a specified term and connection count. Any monthly equivalent is a calculation for comparison, not a promise of monthly billing.
Review the refund policy and ask about any unclear conditions before paying. An expired account does not by itself establish a technical problem, and paying again does not resolve every app or network error.
After the renewal is confirmed
Check the expiry or account status in your player, if the player displays it. Follow the team’s instructions if new credentials were issued. Test one device before bringing other screens back online.
If the status still looks wrong, send the renewal receipt reference and a screenshot with private details hidden. Keep the original app setup until support confirms whether it needs to change; deleting it can make the account harder to identify.
Your next step
Return to the guidebook, compare CatchON TV plans, or ask about your order.