stream + account is not showing up on my account and all my callbacks have not helped

Try clearing your browser cache and cookies, then log back into self-serve using a different browser; preferably on a PC or laptop; to see if Stream+ shows up. If it’s still missing, try logging in through a fresh incognito or private window.

If the subscription appears after clearing your cache, you can cancel it directly under Subscriptions in self-serve. Once cancelled, it’ll stay active until the end of your billing period, and any streaming services that were paused will automatically resume with billing going back to their original providers.

If Stream+ still doesn’t appear, the issue might be that it was never fully activated on your account. Check your email for an activation link; you may need to complete that step before you can see or manage the subscription.

If callbacks aren’t helping and the subscription remains invisible, you’re likely dealing with a backend account issue that needs direct access. Let me know if that’s the case.

Hi there,

have you tried clearing your cache and cookies, using a different browser, a different device, or tried using an incognito tab to see if self serve will allow you to cancel the subscription? If not I suggest you give these a try.

If those don’t work, I can flag a rep on here to assist.

I could certainly try these but when I called koodo it wasn't even showing up on their side as linked to my account. It's like a ghost charge.

hmm, in that case when you signed up for Stream+ did you use the same email address that was linked to your self serve account or did you use a different email address? Do you currently see the subscription when you login to koodo self serve?

If a different email had been used, the subscription will not show as linked to your self serve account, causing the rep to not be able to find it.

No i dont see a subscription tab and i used my same email i use for my koodo account. 

I see, and to confirm, as far as you’re aware, do you have the newer version of stream+ that includes Netflix, Disney+, and Amazon prime? As if you have the older one that includes Apple tv, Netflix, and discovery plus this will fall under your plan add ons and can be removed there instead of the subscription tab.

If it is in fact the new one, I believe you’re correct that the subscription was never linked to your self serve properly and I can flag a rep on this platform for you to investigate.

Do you happen to have a Telus account?  If so, can you check to see if you can see your Stream+ subscription there?

Ok not sure how to respond to a specific message here so I will respond to both. Yes I have the Amazon Disney Netflix one. No I don't have a Telus account 

I would contact Amazon or Disney or Netflix, to see if any one of them can tell you the Koodo account that the streaming service is managed under

Hi ​@Whyname, we were able to find and attach the subscription to your online account, apologies for the delay on this. Please log out and back in and check if you can find it under your Subscriptions tab and if you can proceed with the cancellation.