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Purchase Support FAQ

Last Updated: Feb 21, 2018 04:37PM PST
This article explains many purchase support aspects and answers related frequently asked questions.

Purchase Support FAQ

This article explains many purchase support aspects and answers related frequently asked questions.

Notice an error or have feedback for this article? Let us know!

If you are having an issue with, or have a general inquiry regarding subscriptions, the Twitch Support team are here to help. We understand that users want a hassle free purchase experience and we strive to provide that.

For more information, please read the Twitch Terms of Sale from the Twitch Terms of Service which apply to your use of and purchases made through Twitch.

You can contact us anytime via our contact form. Simply state in your email what the problem is and try to include as much useful information as possible, such as your on-site username and any related transaction or invoice IDs.

If you are having issues with a bug or an error related to purchases, please provide a screenshot of what you are seeing in order to investigate further for you.

Below is a summary of frequently asked questions regarding purchases and subscriptions. If your question is not answered in the FAQs below, please email us!

General Subscription FAQ

  • Q. How do channel subscriptions work? Are subscriptions a one-time or recurring payment?
    • A. Many Twitch channel subscriptions are recurring monthly charges that will be billed in advance for the following month. On the checkout page you will see the subscription price and “Monthly” alongside it to indicate it is a monthly subscription. There are options to pay in 3 or 6 month installments as well for some types of subscriptions.

      Some subscriptions are a one time purchase, and you will see the subscription price, duration and “One Time” alongside it on the checkout page.

  • Q. How do I cancel a monthly subscription?

    Clicking on the Don’t Renew link will set your subscription to expire at the end of the currently billed period and ensure you are not billed in in the next payment cycle. If applicable, your subscriber badge will still appear in that channel for the remainder of the paid period.

    • A. You may cancel your subscription at any time by going to your subscriptions page, locating the subscription you wish to cancel, and clicking Payment Info on the right hand side. From here, you will be able to select Don't Renew.
  • Q. What is Xsolla and why are they charging me?
    • A. Xsolla is one of our partnered payment processors that provide hundreds of payment methods for your subscriptions.

      If you have any questions regarding a payment made to them, please contact them directly via their support portal or by emailing them at support@xsolla.com.

      If you have feedback regarding Xsolla, please feel free to contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting Subscriptions under My issue relates to….

  • Q. Can I transfer my subscription to another Twitch account?
    • A. Unfortunately, at this time, it is not possible to transfer a subscription to another account. This also includes transferring your subscription streak to another account.
  • Q. I cancelled my subscription. Will I lose my channel subscription streak / anniversary?
    • A. If you re-subscribe within 30 days of your subscription expiring you will see no break in your subscription streak / anniversary.

Purchases and Payments FAQ

  • Q. I paid, but my channel subscription is not active!
    • A. Don’t panic! While some payment methods may take a little longer to process than others (verification, etc.), we will be more than happy assist.

      Please get in touch with us so we may investigate further for you.

      Please include your invoice / transaction ID, your on-site username and the subscription which you attempted to purchase. You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting Subscriptions as your issue.

  • Q. I am being charged on an account I cannot access.
    • A. Firstly, we recommend attempting to reset your password. To further protect your account, consider using Two Factor Authentication. If you are unable to reset your password, please get in touch with us so we may assist you further.

      Please include your invoice / transaction ID. You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting Subscriptions as your issue.

      If you need assistance recovering access to the account, we will ask for additional information to verify you are the account owner.

  • Q. How do I remove my payment information?
  • Q. Can I change the payment method for my channel subscription?
    • A. You may change your payment method by heading to your Payments Management page and updating your payment information for that subscription. It should be noted that if you have multiple subscriptions under one payment method you will be updating the payment method for those subscriptions too.
  • Q. Am I able to see a list of my subscription payments?
    • A. You may find a list of subscription payments by heading to your Payments Management page and selecting the “Transaction History” tab at the top. On your transaction history page you may filter your transactions between specific dates and products / subscriptions.
  • Q. My payment was declined, why?
    • A. Please feel free to re-attempt your subscription. If you are still having issues please get in touch with us so we may investigate further for you.

      Please include your invoice / transaction ID, your on-site username and the subscription which you attempted to purchase. You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting Subscriptions as your issue.

  • Q. I cancelled my subscription, so why am I still being charged?
    • A. If you have cancelled your subscription and are still being charged, please get in touch with us so we may investigate the issue further for you.

      Please include your invoice / transaction ID, your on-site username and the subscription which you attempted to purchase. You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting Subscriptions as your issue.

  • Q. What is “JTI*TWITCHTV SUB SRVCS” and why is it showing up on my statement?
    • A. If you are seeing unrecognized / unauthorized charges on your statement please get in touch with us directly so we may assist and investigate further.

      We take all unauthorized/unrecognized/fraudulent charges extremely seriously and comply with all legally issued subpoenas.

      Please include your invoice / transaction ID, your on-site username and the subscription which you attempted to purchase. You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting Subscriptions as your issue.

  • Q. How does this work with the Twitch Prime free subscription benefit?
    • A. If you’d like to unlock your free channel subscription, select the Twitch Prime plan.
  • Q. How do I upgrade to a higher-priced subscription option?

    Note: We do not currently support the proration of subscriptions. This means if you upgrade before the end of a billing cycle will not receive credit for the remaining amount until the end of the billing cycle. If this is a concern, we recommend upgrading at the end of the billing cycle.

    • A. You can upgrade to a new option by clicking on the Subscribe button, see more plans, and then picking the price point that you want to support the streamer at.
  • Q. What happens if I change my mind and want to downgrade?
    • A. For downgrades, users who do not renew their subscription and purchase the lower-priced option will not lose their loyalty badge provided they repurchase within 30 days.
  • Q. How can purchases of higher priced subscriptions help unlock new emotes?
    • A. When you purchase a higher-priced subscription, you can help a Partner unlock emote slots faster, as the $9.99 sub is worth two subscriber counts, and the $24.99 sub is worth six subscriber counts.

We take all unauthorized/unrecognized/fraudulent charges extremely seriously and comply with all legally issued subpoenas.

You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and and selecting Unauthorized / Unrecognized Payment Charges as your issue.