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My premium membership is not active

Your Premium Membership appearing inactive can be frustrating, especially when you are practically itching to dive into the newest episodes of your favorite anime! Luckily, we are armed with solutions that might just do the trick. 

We’ll start by conducting a search for your membership linked to your billing information. We’re here for you: just Contact Us to submit a request, and follow the steps below to provide us with the following information: 

  1. Navigate to the Submit a request page and choose Membership from the Issue drop down menu.
  2. Provide us with the email address and Country associated with your Premium account.
  3. Under the Membership drop down menu, select Locate Membership.
  4. Provide us with a brief subject line, and the following details in the Description box to ensure your issue is solved with the utmost efficiency:
  • The amount charged
  • The date of the transaction
  • The currency type (USD, Canadian, Euro, etc.)
  • If you are being billed from a credit card
  • Your full name as it appears on your credit card
  • The brand of your credit card (e.g., Visa)
  • The last 4 digits of your credit card number
  • The expiration date of your credit card
  • The billing zip/postal code of your credit card

My Membership shows inactive, and I paid outside of the Crunchyroll website. What can I do?

Hang Tight, anime fan. Our team is working hard to get you back to streaming as soon as possible! For PayPal users, please gather the information needed to find your account through the PayPal website, and provide us with the following details:

  1. Log in to your PayPal account, and navigate to the Settings page. 
  2. Click Payments on the top of the page. Scroll down, and click on Automatic payments.
  3. Find where your Crunchyroll subscription is listed from the Active or Inactive tabs.
  4. Scroll down to Billing Details, and provide us with the following: 
  • The Billing I.D.
  • The primary email address on your PayPal account.
  • The full name on the PayPal account.

If you are being billed through Google Play, provide us with the details below for a speedy solution:

  1. The GPA ID (GPA.XXXX-XXXX-XXXX-XXXXX). This can also be found in your emails, OR  log in with your Google Play credentials on pay.google.com.

Heads Up: If your payment method is iTunes or Roku, we are unable to trace any subscriptions using the payment details or manage the subscription status. We highly recommend that you reach out to the Roku and iTunes support for a cancellation. 

However, all is not lost– we can help you check if there's any active subscription under different credentials! When submitting a support request, you can include other email addresses that could have been associated with your account to help increase the search.