Help Center

• General information

  • About TRACE Play

    • What is TRACE Play?
    • TRACE Play streaming plans
    • What's the selection like?
    • Where is TRACE Play available?
    • Traveling or Relocating with TRACE Play
    • Free trials

  • Using TRACE Play

    • TRACE Play subscription system requirements
    • What devices can I use to stream TRACE Play ?
    • Watch TRACE Play on your personal computer
    • Watch TRACE Play on your Android device
    • Watch TracePlay on iPad, iPhone and iPod touch
    • Downloading series, documentaries and movies

  • Manage My Account

    • How do I change my account password ?
    • How do I update my TRACE Play account information?
    • How do I display TRACE Play in my preferred language?
    • How can I keep my TRACE Play account secure?
    • How do I restart my account ?
    • How do I cancel TRACE Play?

• Billing

  • General

    • Who manages TRACE Play billing?
    • Questions about billing date
    • Is it a secure system?
    • What about privacy of my financial data?
    • Is my Credit Card secure?

  • Subscription

    • How do I change my plan?
    • How does TRACE Play charge my account?
    • How do I redeem my TRACE Play promotional code ?

  • Payment

    • How do I update my payment method?
    • Why do I see Recurly name on my bank statement?
    • I have my own business - can I reclaim the VAT from my purchase?
    • What is the SEPA payment method?

• Troubleshooting

  • Payment and Subscription

    • My payment was declined. What can I do?
    • I haven't received the receipt, what shall I do?
    • I paid double, what shall I do?
    • Why hasn't my subscription renewed?
    • I deleted the TRACE Play app. Why am I still being charged?

  • Account Issues

    • I can't sign in to TRACE Play
    • I forgot my TRACE Play password
    • I forgot my TracePlay email address
    • Someone is using my TRACE Play account without my permission.
    • Why is my account on hold?

  • Device Issues

    • I can't hear the radios on iOS
    • Troubleshooting Help for Android Devices
    • Android: why can't I download the TRACE Play App from the Play Store?
    • Android: why do I see a "Network Connection Problem" message?
    • iOS: Why does the app quit or close on its own?

  • Content

    • I'm searching for a show or movie, but I can't find it on TRACE Play
    • Why aren't there new episodes of my favorite show?
    • Is TRACE Play down ?

  • Contact us

    • About Trace
    • Information to include when contacting TRACE Play Support
    • Contact us from the TRACE Play iOS or Android Applications
    • Contact us from the TRACE Play website