Locate the original membership receipt
Find whether the payment came through the website or an app marketplace. Keep the service email and store account identifiable. A television app installed from a store does not prove the subscription itself was bought there.
For an illustrative case, Ana joins on the website and later installs the TV app from a device store. The application’s installation source and the membership’s payment source are different facts. She should not assume the store holds a transaction merely because it supplied the app.
Use normal sign-in for a website membership
The help tells website subscribers to use the ordinary sign-in. Compare the email with the original account confirmation before creating another identity. A spelling difference or another household email can explain why an otherwise working app shows a subscription prompt.
If the email is correct but access remains absent, retain the confirmation and visible state for official account support. Do not repeatedly press a marketplace restore control expecting it to discover a direct web agreement that the publisher says uses another route.
Use restoration for the marketplace transaction
For a subscription originally bought through an app marketplace, the help describes Already a Subscriber and Restore Purchase. Use the relevant current application and purchasing store account. This is an entitlement-recognition step, not a request to purchase again.
After the process, inspect the viewing account and membership state. If the expected access does not appear, record the store, service identity and result. A new subscription would add another agreement without explaining why the original one was not recognised.
Send support the unresolved stage
Use the official account-support route with the receipt and the description of which sign-in or restoration step failed. Keep passwords, verification codes and complete payment details out of public screenshots.
A recognised membership still does not guarantee every film in every country. If the account is active but a specific title is absent, that is a separate catalogue or territorial question. Resolve the right dependency before changing the recurring agreement.
Questions about this guide
Does installing the app from a store prove membership was bought there?
No. Installation and the original billing route are separate facts.
Should direct website subscribers use Restore Purchase?
The reviewed help directs them to ordinary sign-in; restoration is for marketplace purchases.