Help Center Welcome, Guest Login

Purchase Support FAQ

Last Updated: Apr 21, 2017 09:50AM PDT

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 email at purchasesupport@twitch.tv. 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!

Jump to: 
General Subscription FAQ Purchases and Payments FAQ

General Subscription Frequently Asked Questions

  • Q: How do channel subscriptions work? Are subscriptions a one-time or recurring payment?
    • AMany 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?
    • AYou 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". 



      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.
       
  • 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…”.
       
  • QCan I transfer my subscription to another Twitch account?
    • AUnfortunately, 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?
    • AIf you re-subscribe within 30 days of your subscription expiring you will see no break in your subscription streak / anniversary.
       

Purchases and Payments Frequently Asked Questions

  • 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 latest 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?
    • ​A: Contact us directly and we will be happy to assist.

      You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting “Subscriptions” as your issue.
       
  • Q: Can I change the payment method for my channel subscription?
    • ​A: Unfortunately, due to the way our subscriptions are set up, it is not currently possible to switch to an alternative payment method once your subscription has been created. Some subscriptions paid for via credit card are exempt, however, and it is possible to update the credit card information on record if you have had a card re-issued. This will be noted in the invoice receipts you receive with a link to update your billing information.

      If you would like to change your current payment method you will need to set your current subscription to “Don’t Renew.” Once this is changed, you must then re-subscribe once your current subscription has expired.

      Using your new preferred payment method, if you re-subscribe within 30 days of your previous subscription expiring, you will see no break in your channel subscription anniversary.
       
  • 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 (if you received one), 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 latest invoice / transaction ID, your on-site username and the subscription for which you are being charged for. 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.

      You can contact us directly by emailing purchasesupport@twitch.tv or by using our email form and selecting “Unauthorized / Unrecognized Payment Charges” 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?
    • 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.

      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.
       
  • 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 32 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 selecting “Unauthorized / Unrecognized Payment Charges” as your issue.