Why was I charged even though the video didn’t finish playing?

VPORT uses per-minute billing, which means you are charged for the time you actually watched rather than the full length of the event. If the video stopped before finishing, your charge reflects only the minutes of playback that occurred.

Understanding the Charge

Billing begins after the first 30 seconds of playback. From that point forward, every minute you watch is billed at the per-minute rate shown on the event page. If you watched 3 minutes of a 60-minute event and then stopped, you are charged for exactly 3 minutes. The remaining 57 minutes are not billed because you were not watching.

This applies whether you stopped the stream voluntarily, closed the app, or lost your connection. The charge covers only the time during which content was actively delivered to your device.

When a Technical Issue Caused the Interruption

If the stream stopped because of a problem on VPORT’s side — such as a server error, encoding failure, or platform outage — you may be eligible for a credit. To request one, submit a support ticket at thevport.com/support and include the following:

• Event name — the show you were watching
• Timestamp — the approximate time when playback stopped
• Transaction ID — found at thevport.com/wallet under Transactions

Credits for verified platform-side issues are typically processed within 48 hours and are returned directly to your wallet balance.

Connection Issues on Your End

If the interruption was caused by your internet connection dropping or slowing down, charges for the time you already watched still apply. VPORT can only issue credits when the failure originated from the platform itself.

Still need help? Submit a ticket here.