Notes

why is the account in hulu suddenly logged out from my tv
I'm sorry to hear that! There are a few reasons why your Hulu account might have logged out from your TV:
Session Timeout: Hulu may log you out after a period of inactivity to protect your account security.
Device Settings: Your TV might have settings that put it into sleep mode or turn off Wi-Fi, causing Hulu to log out.
App Issues: Sometimes, the Hulu app may need to be updated or might have cache issues.
Account Changes: Any changes to your account, such as billing issues or updates to your password, can cause you to be logged out.
Multiple Devices: If Hulu detects multiple devices logged into your account, it may log you out to prevent unauthorized use.
Check your payment information: Make sure all the details (card number, expiration date, CVV, billing address) are correct and up to date.
Verify your card balance: Ensure that you have enough funds in your account to cover the transaction.
Contact your bank: There might be an issue with your card or account that your bank can help resolve.
Try a different payment method: If possible, use another card or payment method to see if that works.

VX loss family member: I can’t imagine the pain you’re going through. Please know that we’re deeply sorry for your loss, and we’re here to support you in any way we can during this incredibly difficult time.

Unresponsive VX:
Hello, I noticed there hasn't been a response for a little while. Just want to make sure, are you still with me?
Hello again! Just a friendly reminder that I haven’t received a response yet. If I don’t hear from you soon, I’ll need to move on to assist other viewers. Looking forward to your reply
Alright, at this time, since there has not been a response, I will need to disconnect this chat to help out other Viewers. If you still need assistance, please be sure to reach back out to our support team and we will be happy to continue assisting you.
it can be enjoyed for a whole month for about the same price as a single fast food combo meal.
[email protected] / [email protected]
(888) 905-7888 - Disney+
(877) 824-4858 - Hulu
maximum of 2 tvs / 3 gadgets sabay sabay - 10 gadgets can be log in or used.

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DISCONNECTED ON PREVIOUS CHAT:
It looks like we got disconnected from your previous chat. No worries at all, I’m here to continue assisting you today! While the details from your previous interaction aren’t available yet, I’m ready to help. Could you please share with me your concern?

Account NOT found:
As of the moment, the information that you provided is not visible here on my end. Do you possibly might have used a different email/payment method for your subscription?
pending status, meaning you don't have active subscription nor charges. May I kindly ask, do you possibly might have used a different email?
Account Cannot Verified:
Could you look at your billing statement? What/who does it say next to your subscription charge?
Do you have access to your streaming account to find your billing information?
VX is frustrated:
Feedback matters: Thank you for expressing your feedback, we care about your input, and I will be passing it along to the right teams here at Hulu for further review.
Unexpected charges:
Right, I completely understand where you’re coming from. As a customer myself outside my work, I know how important it is and it's a money matter, it's not that easy to earn money though.
I am with you, and I totally understand where you are coming from because If I will be double charged, I will feel the same way since money is not that easy to earn though.

Login issues/troubleshooting:
this is not the experience we want you to have cuz your experience matters to us, and we understand this isn't how things should be.
Right, I completely understand where you’re coming from. As a customer myself outside my work, I know how important it is to get the best value for our hard-earned money.
Your experience matters to us, and I understand this isn't how things should be. So, I have contacted my tech support a while ago and they said they will track this issue asap, Also, I gave the case number which entails the documentation of our interaction to them so they can investigate further on this matter so moving forward, you will not be going to experience this issue anymore.
Also, I get in touch with my supervisor to give you a 7-day credit to cover the inconvenience that this cause d you and they confirm it as a 1-time courtesy because I am with you, I want you to feel that your money comes to what you deserve. Rest assured our higher level of support will take good care of it to make sure this will not be going to happen anymore as we do value you as one of our loyal viewers.
and also, I would also like to express my sincere apologizes for what happened, I know where you are coming from and if I were in the same position I would feel the same thing.
Re-subscribe: Regarding the re-subscribing, I can walk you through or send the link where you can proceed because it would ask you for the payment information and I am not allowed to collect that for your data privacy protection.
Of course, take your time! I’m here to help you every step of the way. Let’s go through this together.
As per checking here, for now there are no standalone live tv available in the system. But we will take note of that as many other subscribers demands the comeback of that plan again. :)
Use an incognito/private window: Incognito or private windows don’t typically store cookies and cached files or run extensions that can delay a page from loading.
VX will call back for Freezing issues: you may call us again if the issue remains, we will investigate further on this issue, and I just take note on what we did on this issue
Not get notice about price increase: I would like to inform you that we recently made a price adjustment, it has come to our attention that you may not have received our notification regarding this change. I sincerely apologize for that. Rest assured that I will take note of this and notify our higher level of support to ensure you receive timely updates about such changes in the future with this email address.
Move billing date: I make a way to adjust your billing date on your account, and I applied credit on your account as 1 time courtesy to move your billing date and you will be seeing an email confirmation for that so moving forward you will be paying for your subscription every 1st of the month. Basically, you will not be paying for nov 1
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Greetings:
Hulu
Hi! It's a wonderful day here at Hulu, my name is Jordan. How may I help you today? (◕‿◕✿)
Disney+
Hi! It's a wonderful day here at Disney+, My name is Jordan. How may I help you today? (◕‿◕✿)
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ISSUE/CONCERN:

Greetings
AER

NAME:
EMAIL ADDRESS:



Case solved
Offer additional assistance
Survey spiels
Closing spiels

LOB: Hulu
REQUEST: Reset Counter
DETAILS:
EMAIL: [email protected]
CASE NO. 92615465

"Are you okay sharing your information with the 3rd party on the line?"
"Do you want me to stay on the line and walk you through or are you okay do that by yourself?"
"Would you happen to have your bank statement handy right now? it might help us out to locate the charges. What is the description saying there?
"Would there be any family members or relatives present who might be able to assist us with this?"

Placing on Hold:
Thank you so much for that information Allow me to have 2-3 minutes to check my resources and let's see what we can do for your concern to be resolved alright?
may I place on you on hold for 2-3 minutes so that I can check my resources to better assist you with your concern? would that be fine?
With all of the details you provided, may I have 2-3 minutes so that I can check the necessary information on your account and also with your concern?
2. Let me go ahead and contact our higher level of support to ask for help, please allow me to have 2-3 minutes to reach this matter to our higher-level support
VX Supcall: I am still on the que to have you a supervisor. please stay on the line and in my end whatever the higher support will advise, I will personally take care of the compensation on this hassleness it caused you.
I understand that you wish to talk to my supervisor but right now she is not yet available as they have a huddle. it will take 30 mins to wait so I can transfer you. so, I do have 2 options for you, you can call us back because we are 24/7 open or stay on the line while trying my best to help your concern get resolve through.
What I tell you is what he will tell you as well okay?
Can you please advise me the reason for your call today and can I please have your email address for my higher level of support to properly assist you?
Login issues / KI: I'm sorry to hear you're having trouble logging into your account. It seems there might be a temporary issue with the said error code. They informed me that it is a known issue and some of our vx are experiencing the same thing, our team is already working on fixing this, and we expect it to be resolved within the next weeks. Now I will personally take care of the compensation on this hassleness it caused you.
Again, we apologize for the inconvenience this has caused and appreciate your patience. Thank you for understanding.
Rest assured that once the issue is resolved we will notify you via email.
and also, I would also like to express my sincere apologizes for what happened, I know where you are coming from and if I were in the same position I would feel the same thing.

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AER Statements:
1. Thank you for sharing this to our attention Since I am aware of the situation right now which is ______________________. No worries, you have me here right now and I am going to do my best to help you with this.
I see, before anything else, I do really appreciate your effort contacting us, I'm aware of the situation right now which is ______________________. Nothing to worry since I'm on the line, rest assured I will check everything to address the concern.
For unexpected charges:
I appreciate you for bringing this to our attention that you're having unwanted charges, I am with you since I know it's a money matter, Rest assured we will do our best to find where this charges are coming from.
let me set proper expectation if ever we wouldn't be able to find an account after exhausting everything, the best options are we may need to refer you to your bank for a dispute as it is the last resort regarding with this concern, Sounds like a plan?
Cancellation:
Thank you for contacting us btw, and it really saddened me that one of our valued customers will leave us, but we do understand the reason, despite all of this I'm still happy to help you out with the cancellation request.
Email Change (No access to email):
Got it, thanks for letting us know that you're no longer have access to this email, let me help you change it to your new one, but before that...
Streaming Issues:
Thank you for contacting us btw. I completely understand now that you are experiencing streaming issues. But don't worry since you got me here, let me help you to fix this so you can enjoy watching Hulu/Disney+ without any interruptions.
But don't worry since you got me here, let me help you to fix this so you will gonna sit back relax and enjoy watching hulu again

For chat:

Right now, I will be needing to ask you few details for account verification purposes because later on we might take action on your account to ensure that we are looking with the right account

just to clarify your concern was about _________________. Can you please tell me more about it.
A friendly reminder: For better experience please don't navigate away from this chat interaction so that this will not get disconnected. Thanks! 💗
to get started with, may I know your name and email address please?
Thank you for this and nice to meet you, let me pull up your account here really quick 😊
Just to set proper expectation that we have here the steps for max activation for you to get access to the max, if this would not work, we can get in touch with an expert in max customer support
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REBUTTALS:
Please allow me to let you know that it is in our viewer Security and Privacy Policy to ask each customer for account verification to ensure we are talking to the rightful owner before we provide information or make changes on the account. Most importantly, this is for your security as well. If we cannot verify the account, our policy to assist you will be limited.
And as a customer service representative I am just following the policy that is mandated to us, as we are being monitored as well by the higher management, nothing to worry because here in Disney+ your personal information's are secured and well protected.
Account Level:
Now, I'll need to verify few details for our Account Verification purposes to ensure that I'm working with the right account.
A. CARD DETAILS (D2C)
if I may ask, how are you being billed? or how do you pay your subscription? / What is the payment method on file
Since you mentioned it is a card may I know the card type please and the last 4 digits really appreciate that.
Excellent, that's what I'm seeing on your account as well, may I also have the card type please?
Awesome, and the last 4 digit of the card please?

1. I'm so sorry it seems like the information you give doesn't match. But that's ok, can you please tell me about the most recent charge on your account and the charge date please?

1. That’s ok! can you provide me the date of birth of the primary profile instead?

1. That's totally ok, now, is it possible for you to login into your Disney+ account because the payment method and information are available there, I need this information to verify that we are working in the right account so that we can proceed?
B. PAYPAL
1. if I may ask, how do you pay your subscription or what is your payment method? / What is the payment method on file
1. By any chance did you sign up through an app of a payment service provider like PayPal, Klarna, or Mercado Pago?
2. Terrific! May I also have your PayPal Email address please?

1. I'm so sorry it seems like the information you give doesn't match. Can you please tell me about the most recent charge on your account and the charge date please?

1. That’s ok! Can you provide the date of birth of the primary profile instead?

1. That's totally ok, now, is it possible for you to login into your Disney+ account cuz the payment method and information are available there, I need this information to verify that we are working in the right account so that we can proceed?

C. 3rd PARTY biller

1. where did you get your subscription from or how are you being billed?
Awesome, I can confirm I see the same thing.

IAP: 1. do you happen to remember how do you sign up for your subscription?
1. by any chance did you used an app to get the subscription or is it associated to any payment service like google pay, apple pay or amazon?

VERIZON: 1. did you by any chance got this with your mobile or internet service provider like comcast?
ROKU: If I may ask, did you signed up using your TV or have a streaming device connected to your tv like a firestick when you signed up?
Do you remember how you signed up and established a payment method?
Did you sign up on your phone, computer, TV, or website?
1. I'm so sorry it seems like the information you give doesn't match. Can you please tell me about the most recent charge on your account and the charge date please?
1. That’s ok! Can you provide the date of birth of the primary profile instead?
1. That's totally ok, now, is it possible for you to login into your Disney+ account cuz the payment method and information are available there, I need this information to verify that we are working in the right account so that we can proceed?
Complete Verification:
1. All right, We’re almost there! I will be asking you 2 questions regarding to your Do you recall two pieces of content you watched recently or in the past month?

2. Do you remember a device you used to stream recently or in the last month?
if TV, what specific brand of that TV

1. That’s ok! can you provide the date of birth of the primary profile?
Successfully Verified:
1. Wonderful, thank you for that and we manage the account to verify.
1. Great! we manage to verify your account right now. That is a good start.

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***Refund Spiel***

1. Thank you for patiently waiting. Good news ______________, I have successfully cancelled and requested for a refund amounting to _____________ dated MMDDYYY. You will receive an automatic email confirmation once it’s been approved. After you receive that confirmation, please allow an additional 7-10 business days for your financial institution to apply the funds to your account.
2. Aside from giving you a refund, and cancellation is there anything else that I can assist you with today?
It is possible for us to process the refund if we are able to locate the account with unauthorized charge. The best resolution possible is to contact your financial institution to file a dispute. I can also give the case number of our conversation as a proof that there's no other account from Disney+ that is associated with your card. Here's the case number.
After exhausting everything here on my end, it seems that we are not able to locate an account here and also it says here on the screen shot that it is in pending so the charge is not yet available in our system. Actually, it is possible for us to process the refund if we are able to locate the account with unauthorized charge. So basically, what is the best thing to do is to contact your bank institution and report this unauthorize charges. They will monitor your payment method and check where this is coming from. In fact, I can provide you our case number and this will act as a proof of our conversation today.
So basically, what is the best thing to do is to contact your bank institution and report this unauthorize charges. They will monitor your payment method and check where this is coming from. Once confirmed that this is unauthorized, they will issue a refund for the days it started. It may take 3-5 business days depending on your bank to process this out but I'm certain that this will be taken care of. In fact, I can provide you our case number and this will act as a proof of our conversation today. Does that sound good?
Upon checking the screenshot, you provided; I can see that it’s still in pending status. Because of this, we are having trouble locating it as it is not yet reflected in our system. Here’s what I’m going to do, I will write a request to dispute the charges and remove your card since it’s unauthorized. I will also provide you with a reference number that will serve as a request. Once it’s successfully processed, you need to contact your bank and give them the reference number so they can process it directly.
After exhausting everything here on my end, it seems that we are not able to locate any account here, since this is unauthorize charged, I've used all of my power to do an advance search here, but it seems that it does not give me any account
Since you mention you don't have active disney+ right now, it seems that the charge is unauthorized, with this kind of charges, what is the best thing to do is to contact your bank institution file a dispute and report this unauthorize charges, The bank will refund the charge and the subscription will automatically be canceled on our system as well so it won't charge you for it anymore. Rest assured, they will monitor your payment method and check where this is coming from. In fact, I can provide you our case number and this will act as a proof of our conversation today.
I know this is a money matter. It is possible for us to process the refund if we are able to locate the account with unauthorized charge.
We can refer the viewer to the bank and ask for a charge dispute instead. Once the charge dispute has been processed the subscription with the charge will also be canceled on our system
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Payment method Change:
**card
____________, I would like to tell you for the security of your account we are not allowed to collate/change your payment method here in our system. However, we're currently working on developing more advanced experience for you. I would like to share with you that there will be an option for you able to change it on your end by the following steps. Is that would be okay with you?

**In app purchased

________ I would like to share that I've accessed your account and exhausted all information regarding your billing. You are indeed subscribing with our 3rd party biller partner which is _______. Since you were billed under _________ we have limited option to take action here in our system. I would take this as a best recommendation, so that Disney+ will be more advanced and better experience for you.

Here what we can do let me get you the best person to assist you with this. Our partner from ____________ the resolution what we need. Let me give you their contact number which ________________, so may contact them at your most convenient time in case you needed further assistance with it in the future.

Just some advice, once you get our partners on the line, they will verify your information and get some details about your account which is billed and managed through them. Please provide as much description as you can so they can act on the resolution right away.
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CLOSING:
That's sounds Fantastic, I am so happy that I assisted you today regarding with ______. thank you for allowing me to help you get your concern resolved through.

I am so happy I would be able to look it up for you
Now, before I let you go, I want to make sure is there anything else that I can help you with today?
Awesome! that's my primary goal here to be part of your concern's resolution
I hope provided an awesome service for you today! / It’s been my pleasure to assist you today!
By the way, after this chat I would love to request for 10 seconds of your time as there will be a quick survey today 5 as the highest regarding the experience I was able to give you. We would appreciate for your time and feedback in advance.
Also, if you don't mind staying on the line, there will be a brief survey 5 as the highest regarding the experience/service I was able to give you. I'd appreciate if you can fill that out for me.
VX before I let you go; I would love to request a small favor for you as there will be a quick survey today 5 as the highest regarding the experience I was able to give you. We would appreciate for your time and feedback in advance.
Again, this is Jordan, Thanks for reaching out to Hulu have a lovely Day and have a Good One!
Again, this is Jordan, Thanks for reaching out to Disney+ have a lovely Day and have a Good One!

Please kindly stay on the line as I will be transferring you for the survey. Take care!
Hope your day ahead is absolutely fantastic!
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***Cancellation***

***Pending Cancellation***

1. Thank you for bearing with me. I can now confirm that your account has been successfully cancelled under this email (__________). Also, good thing about it, you’ll still have access to Hulu until [Nov 1, 2024,} when your current billing cycle ends. Please keep an eye out for an email confirming the cancellation. Also, resubscribing again you can use the same email credentials which will not let your information removed? sounds like a plan?

2. Also, I would love to extend our gratefulness to you for being part of our Disney+/Hulu family, and if you want to re-subscribe again don't hesitate to come back you are always welcome here

***Immediate Cancellation***
1. Thank you for staying on the line. I can now confirm that your account has been successfully cancelled, effective immediately under this email (__________). You’ll also receive a confirmation email shortly so please keep an eye on your inbox.

2. Also, I would love to extend our gratefulness to you for being part of our Disney+/Hulu family, and if you want to re-subscribe again don't hesitate to come back you are always welcome here.
Refund if Applicable:
Also, Good news cuz I’ve also issued a refund in the total of ($10.69 USD and $8.55 USD from (10/19/2024). Please be advise that it will take 7-10 business days for your financial institution to apply the funds to your account / actually that is the standard time frame that bank institution gives to us regarding with the refund, If I may suggest, if you want to get the refund as soon as possible, the best option is to contact you bank and I will take note as well here that it is for emergency reason. I will give to you the case number so they can process it immediately.
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Price Increase
• “The reason why we have the price increase because we’re constantly adding new shows, movies, and exclusive originals. From beloved classics to fresh releases, we want to keep your streaming experience magical. To achieve this, we invest in licensing fees and production costs.
creating high-quality content involves significant expenses.
• "I understand how you're feeling about the price increase but rest assured that the reason we're doing it is for us to continue in providing you guys our best contents for you to watch. We would like to maintain the existing contents for you guys and for us to have new ones to have you enjoyed your streaming experience. Rest assured that your voices are being heard and I'll be creating a case about your feedback and concern regarding the price increase so that it will be submitted to our internal team.
•The reason why we are going to have the price increase is because we will be elevating your streaming and watching experience by updating the features. After listening to our viewer’s feedback, we’ve made this investment to improve our contents and features to make sure we still provide the magic and best experience with Disney+.
•I hope this sheds light on why we’ve adjusted our prices. We appreciate your loyalty and look forward to bringing you more enchanting moments.
GENERAL PROBING QUESTIONS (troubleshooting)
What troubleshooting steps you have done so far?
What's the specific error message you received when you tried to login?
Do any specific error code numbers appear?
Which device is the issue occurring on?
Does it happen on multiple devices?
Is everyone in your household encountering the same issue?
Proper Expectation: To get started, I’d like to set some expectations upfront. My goal is to provide you with troubleshooting steps that is both informative and engaging. However, to make this experience as rewarding as possible, I need your time and help, okay? it will be a trial-and-error process.

Device/App Trouble shooting
What device do you use to watch D+?
Do you open up D+ via web browser or the D+ application?
Is only one device affected?
Does D+ work on any other devices?
Network Speed
Do you have any issues on other streaming application like Netflix or You Tube?
Can you run a quick speed test on a device connected to Wi-Fi?
Can we check the speed of your affected device? I can walk you through on getting the right app and running the speed test.
App Launch Error

Can you open the app at all?
Can you reach a sow page or play a video?
Login Errors
Does the error come before or after you login?
Can you please check the login credentials?
Can we try to log in on a mobile browser/other device?
Streaming Errors
Does the error appear with any content or only for a specific video?
Does the error appear on other profiles or devices?