If you’ve upgraded to Premium but ads still plague your screen, fear not! Here’s what might be happening:
-
Third-Party Payment Glitch: If you signed up through a third party and hit a payment snag, check out their support articles for help:
-
- iTunes: Apple Support
- Google Play: Google’s Support
- Roku: Roku Support
-
- Payment Rejection: If your method was declined, your account will automatically cancel after a few days. Any pre-authorization will vanish soon, though it may not be visible yet.
- Payment not Received: Double-check your billing statement. If we do not receive the payment, your membership subscription will auto-cancel in a few days. In that case, you’ll need a new subscription.
-
Account Mix-Up: Ensure you’re logged into the right account by checking your Order History. If you can’t find recent purchases, you might be using a different account with Premium. Contact our support team if you are stuck.
We highly recommend checking the email address entered on your Crunchyroll account: My Account > Change Email - Deactivation Error: If money was withdrawn for your membership, but your account deactivated without you canceling, do not worry! Just contact our support team and we’ll quickly fix your Premium status.
When reaching out to us, be sure to include these important details in your request:
- Transaction date and amount
- Currency type (USD, Canadian, Euro, etc.)
- If you are being billed from a credit card please include:
- Name
- Brand(e.g., Visa)
- The last 4 digits
- Expiration date
- Billing zip/postal code
- If you are being billed through PayPal
- The primary email of your PayPal account
- If possible, the PayPal transaction ID for the specific charge
- Screenshot of your email is shown on My Account > Change Email
This information will help us guide you back to Premium glory!