I was charged but the video never played -- what now?

We understand how frustrating it is to be charged for content you were unable to watch. VPort tracks your viewing activity, and if a stream never started, you may be eligible for a full credit. Here is how to check your transaction and request a resolution.

Review your transaction history

1. Log in and go to thevport.com/wallet.
2. Navigate to the Transactions section to find the specific charge.
3. Look for the event name, date, and the amount deducted. Take note of the transaction ID listed next to the charge, as you will need it if you submit a support ticket.

Am I eligible for a credit?

If the stream never started and your account shows 0 minutes watched for that event, you are eligible for a full credit to your VPort wallet. Partial playback issues are reviewed on a case-by-case basis.

How to submit a support ticket

1. Visit thevport.com/support and open a new ticket.
2. Include the following information in your request:
   • The event name you tried to watch
   • The date of the charge
   • Your transaction ID from the Wallet page
3. Submit the ticket within 24 hours of the charge for the fastest processing.

What happens next?

Once our team reviews your ticket, credits are typically processed and returned to your VPort wallet within 48 hours. You will receive an email confirmation when the credit has been applied. If you have any questions in the meantime, you can check the status of your ticket at thevport.com/support.