paid for subscriptions yet not working

Hi there,

to confirm, when you double check the Disney+ account in question, is it the one that was setup with Stream+ or are you trying to use Disney+ under a different account? If it wasn’t the one that was setup with Stream+, it will require a subscription.

Disney plus is same account as it was with the koodo account subscription.   And Netflix still works fine through same subscription.    Just Disney isn't signing in without completing subscription which is asking for separate payment options 

hmm ok, and after you purchased Stream+ did you link the Disney+ account straight away with the email that was sent to you from Koodo? Though the email addresses may be the same between the Koodo account and the Disney+ account, they do not link up straight away.

When you check Stream+ in your Koodo self-serve under the subscriptions tab, does it say “Activate” or does it say it is already linked?

Ill double check but I believe it's linked.  Like I said it was working fine until now.   

Also my payment has increased from 23 to 38 with me not changing anything.   

To confirm though when you checked the subscription for Disney+ in Koodo self serve did it tell you to “activate” the subscription or does it still show as linked? I am wondering if there was a system error that unlinked the accounts. If that’s the case you should be able to hit activate and relink it.

The price increase however is odd. Have you recently switched any of the subscriptions to have no ads? This would then trigger a price increase in stream+ to reflect the change in the subscription tier. This would be the case for Netflix Disney+ and Amazon Prime. If you did, you would have to go into the respective streaming service and change your subscription back to the “Standard” tier.

It shows active for all 3 services.  And no I didnt change anything within the subscription 

I see, ok in that case you need the help of a rep. I will flag one on here for you to assist and to look into it. Just make sure you’re logged into the community using your self serve credentials and they can take a look. They will respond here as I have. 🙂

In the meantime, while you wait when it becomes available, I suggest you also reach out via Koodo’s expert messaging system as response times on here can vary. You will be able to message a rep through an asynchronous chat. They’re available from 9am-9pm local time during the week. More info on that can be found here: Koodo Expert Messaging FAQs | Koodo Mobile

Thanks for your help

From your screenshot, it appears there has been a recent change to your subscription tier. If you didn’t make this change yourself through Koodo Self-Serve, do you recall adjusting any settings directly within Netflix? Doing so can sometimes trigger an automatic plan update.

Since your rate plan is now showing the $38 tier, you will likely need to refresh your access. Could you please log out completely from your current Disney+ account, go to Self-Serve > Subscriptions > Activate, and complete the activation process again?

If you did not initiate this change, it is best to switch back to the $23 plan first before trying to activate Disney+.

No settings have been changed.  But I dont want ro get billed another 23 after already paying 38 if I change it back to my original subscription.    

I am already signed out of Disney plus  as I cannot launch it without " completing subscription "  which would then charge me the 8.99 plus tax. 

You already paid $38 for this month with Koodo, the launch will trigger the link again (if it was unlinked), there wouldn’t be another charge.

Regarding the switch from $38 to $23, If you not sure if they will charge you again, wait until the end of the subscription date and change it.

That would mean waiting a month without being able to use disney.  The payment of 38 was made 3 days ago

I am little confused, you already paid Disney+ with Koodo, you just need to activate the link.

I already activated the link.   It was all working fine now all of a sudden it signed me out, wont let me back into disney without paying another 8.99 and "completing the subscription " through disney 

I am aware of this, and I mentioned there was a change in the plan from the system (might not be initiated by you), and you can try to sign out and reactivate via Koodo link again.

Hi there, ​@Meara ! 

I verified and on our end your subscription shows active. Given the situation, in case you followed the instructions provided above and it turned out the services are still linked, I would highly recommend you to contact the dedicated Teams using the form below and they will be able to further look into this : 

 https://www.telus.com/en/subscription/supportform 

​@Rox Koodo  why did the price increase from $21 to $34 considering the regular price is $23 on the koodo webpage.

I created a ticket with them to try to solve this issue