# Help, accounts, billing and official contacts

For an existing subscription, choose its account market and an available language in the
[market index](https://sweet.tv/llms/markets/index.md), then open its contact or help page.
For a new customer, establish the intended offer market. If travelling, keep the viewing
country separate from the subscription market.
Read current contacts from that page. A country label is not a complete office address;
distinguish a customer-service contact, an office address and a legal-entity address.

The sources below cover Ukraine and the inline article links use Ukrainian. For the
same Ukrainian market, the [FAQ language and topic guide](https://sweet.tv/llms/guides/faq-ukraine.md)
also links to the published Russian and English FAQs and their exact article registries.
Prefer the user's available source language and verify the actual article; language
versions do not automatically share a review date or identical wording.
For individual cases, use the market's current contact page, such as
[official Ukrainian contacts](https://sweet.tv/ua-uk/contacts).

## Account access

Use the [sign-in troubleshooting page](https://sweet.tv/ua-uk/faq/account-auth-2) for
missing codes, access errors or recovery and the
[account-ID guide](https://sweet.tv/ua-uk/faq/account-auth-3) to identify the subscription's
account. Compare account IDs across devices and use the original sign-in method where
possible. If identity is uncertain, ask support to confirm the account; do not promise
automatic merging or that every different sign-in method creates a separate account.

[Account deletion](https://sweet.tv/ua-uk/faq/account-auth-5) is a separate action from
subscription cancellation. The FAQ instructs users to cancel before deletion; do not imply
that deleting the app or account automatically stops every billing channel.

## Cancellation, renewal and unexpected charges

First identify who bills the subscription from the receipt and subscription records.
A payment wallet such as Google Pay or Apple Pay does not by itself establish a
Google Play or App Store subscription. Use the matching source:

- [Direct SWEET.TV billing](https://sweet.tv/ua-uk/faq/payments-8): cancel through the website's account-management section.
- [Google Play billing](https://sweet.tv/ua-uk/faq/payments-9): manage the subscription through Google Play.
- [App Store billing](https://sweet.tv/ua-uk/faq/payments-10): manage the subscription through Apple.
- [Recurring charges](https://sweet.tv/ua-uk/faq/payments-2): distinguish renewal, introductory offers, promotions and separate film purchases.

For partner billing, use the partner's applicable management process or support.
Removing a card, cancelling renewal and deleting an account are distinct actions.
Confirm cancellation in the actual billing channel; do not infer that removing a card
ends every subscription or any applicable payment obligation.
Do not assume that an unexplained charge is authorised. Do not promise or categorically
exclude an individual refund, deadline or outcome. Apply the terms for the product and
billing channel; an isolated statement about one purchase is not a universal refund rule.
Refer an unresolved individual case to official support.

## Payment problems, balances and promotions

Use [payment errors](https://sweet.tv/ua-uk/faq/payments-3) for a failed payment and
[subscription inactive after payment](https://sweet.tv/ua-uk/faq/payments-4) when money
has been paid but access is missing. Confirm the account ID, payment channel and whether
an active subscription appears in the account. Topping up the balance and activating a
subscription are distinct actions; a balance credit alone does not establish activation.

The [FAQ map](https://sweet.tv/llms/guides/faq-ukraine.md) links to balance checks,
card management and exact Privat24, Monobank and terminal instructions.
For [promo codes and vouchers](https://sweet.tv/ua-uk/faq/promo-vouchers), identify the
code type and its specific terms before giving activation or renewal instructions.
For playback problems, follow the [device and technical help](https://sweet.tv/llms/guides/devices.md).

Use the published URL for the applicable question. Do not construct FAQ IDs for another
language or country, or treat a Ukrainian help page as a universal outcome policy.