I was charged but the video never played—what now?
If you were charged for a stream that never actually played, you may be eligible for a full credit back to your wallet. Here is how to check and what to do next.
Check Your Transaction History
Start by visiting thevport.com/wallet and clicking on the Transactions tab. This shows every charge made against your wallet. Find the specific transaction in question and look at the "Minutes Watched" column. If it shows 0 minutes, that confirms the stream never started on your end, and you qualify for a full credit.
Submit a Support Ticket
To request your credit, submit a ticket at thevport.com/support within 24 hours of the failed transaction. Make sure to include the following details so the support team can process your request quickly:
- Event name — the title of the show or stream you tried to watch
- Date and time — when you attempted to start the stream
- Transaction ID — found in the transaction details on your wallet page
What Happens Next
Credits for verified failed streams are typically processed within 48 hours and are added directly back to your wallet balance. You will receive an email confirmation once the credit has been applied.
Keep in mind that if the issue was caused by a network problem on your end rather than a platform-side failure, a credit may not apply. The support team reviews each case individually to determine the root cause.
Still need help? Submit a ticket here.