Help Center

• General information

  • About Trace+

    • Does Trace+ use a lot of data?
    • What content can I get for free on Trace+?
    • How much does Trace+ cost?
    • I have content I would like to sell to you. How can I get in touch?
    • What content is available on Trace+?
    • On what platforms can I watch Trace+?
    • What are the new features of Trace+?
    • Why has TracePlay changed to Trace+?
    • What is Trace+?
    • What are the packages available on Trace+?
    • What's the selection like?
    • Where is Trace+ available?
    • Traveling or Relocating with TRACE+
    • Free trials

  • General

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

  • Migration to Trace+

    • I reset my password but I get an error saying my email address is not valid.
    • Do I need to create new logins for Trace+?
    • Will I still be able to watch all the same content on Trace+ that was available on TracePlay?
    • What happens to my TracePlay subscription now?
    • What is the difference between TracePlay and Trace+?

  • Using Trace+

    • How can I manage my data usage on Trace+?
    • How do I register on Trace+?
    • TRACE+ subscription system requirements
    • What devices can I use to stream TRACE+?
    • Watch TRACE+ on your personal computer
    • Watch TRACE+ on your Android device
    • Watch TRACE+ 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+ account information?
    • How do I display TRACE+ in my preferred language?
    • How can I keep my TRACE+ account secure?
    • How do I restart my account?
    • How do I cancel my subscription?

• Billing

  • Subscription

    • How do I change my plan?
    • How does TRACE+ charge my account?
    • How do I redeem my TRACE+ 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+ app. Why am I still being charged?

  • Account Issues

    • I can't sign in to TRACE+
    • I forgot my TRACE+ password
    • I forgot my TRACE+ email address
    • Someone is using my TRACE+ 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+ 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+
    • Why aren't there new episodes of my favorite show?
    • Is TRACE+ down?

  • Contact us

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