My premium membership is not active

To begin, we’ll need to locate your membership using the billing information associated with your account.

Here’s how you can help us:

1. Contact customer support by clicking on the bot icon located in the bottom right corner.
2. Enter the email address and country associated with your Premium account.
3. Select Billing issues.
4. Include the following details to help us resolve your issue efficiently:
   • The amount charged
   • The date of the transaction
   • The currency type (e.g., USD, CAD, EUR)

If you were billed through credit card, please provide the following: 

• Your full name as it appears on the card
• The brand of your card (e.g., Visa)
• The last four digits of your card number
• The expiration date of your card
• The billing zip/postal code
  

   

If you were billed via PayPal, include: 

• Transaction ID
• Agreement ID
  

If you made your payment through another platform, like PayPal or Google Play, we’re still here to help you get things sorted.

For PayPal Users:

1. Gather Your PayPal Details:
   1. Log in to your PayPal account.
   2. Go to the Settings page.
   3. Click Payments at the top of the page.
   4. Scroll down and click Automatic payments.
   5. Find your Crunchyroll subscription under the Active or Inactive tabs.
2. Provide Us with the Following Information:
   1. The Billing ID
   2. The primary email address associated with your PayPal account
   3. The full name on your PayPal account

For Google Play Users:

1. Locate Your GPA ID:
   1. Find the GPA ID (GPA.XXXX-XXXX-XXXX-XXXXX) in your emails or by logging into pay.google.com with your Google Play credentials.

• If you paid through iTunes, Roku or Amazon, we’re unable to manage subscriptions or trace them using your payment details.
• We recommend reaching out directly to their support teams for cancellation assistance.

However, all is not lost! We can still help you check if there’s an active subscription under different credentials. When submitting your support request, include any other email addresses that might be associated with your account to expand our search.