After payment we send an email with your viewing details: a playlist link, or a login and password. If it has not arrived, work through the list — it is almost always one of the first two points.
1. Look in your account — the details are always there
Even if the email got lost, your viewing details have not. Sign in to your account, open your subscription and scroll down — in the message thread under the subscription you will find our message «Viewing details» with the playlist link or the login and password.
This is the quickest route: no waiting for support, no hunting through mail folders.
2. Check «Spam» and «Promotions»
Mail services often move emails containing links to spam, and Gmail files them under «Promotions». Check both and search for Entertainment.
If you find it, mark it as «not spam» so the next ones arrive in your main inbox.
3. Check which address it went to
The email goes to the address given when the order was placed. If you ordered from a work address but are waiting at a personal one, it is there.
4. Make sure the payment has cleared
Details are sent once payment is credited. By card and PayPal that is immediate, but a bank transfer takes one to two days — until it clears there will be no email.
5. Write to us
If nothing turns up, just write and we will resend the details. It takes a couple of minutes; no apologies or explanations needed.
Important: do not place a new order to get the details again. That creates a second subscription and a second invoice, and untangling it takes longer than resending an email. If you already have, write to us anyway — we will cancel the extra one at no cost to you.