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Manage Billing & Purchases

  • Published on Aug 26, 2026
  • 2 minute(s) read
  • G
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Overview

View a customer's billing history, add a missing purchase or plan entitlement, and manage one-time (TVOD) purchases.

:::tip At a Glance
Who is this for?

Support agents investigating billing issues or reconciling missing transactions.

When do I use this?

When a customer reports a missing purchase, needs a TVOD content grant, or you need to review their billing history.

What will happen?

You'll see all subscription and one-time purchases. You can add missing records or restore entitlements that weren't captured.
:::

Prerequisites

  • A support session must be active for the customer

Steps

Step 1: Navigate to the Billing & Purchases tab

Open the customer detail view and select the Billing & Purchases tab. The view is split into two sections: Subscription purchases and One-Time purchases.

Step 2: Review billing history

Both tables show transaction records including plan title, amount, date, payment handler, and transaction ID.

Step 3: Choose an action

Action Available for Purpose
Add Purchase One-Time section Record a valid payment that wasn't captured
Buy/Rent TVOD One-Time section Grant TVOD content access manually
Restore Entitlement Subscription section Re-activate a plan when payment succeeded but entitlement failed
Issue Refund Both sections Process a refund for a transaction

Add Purchase (One-Time)

  1. Click Add Purchase from the one-time purchases table
  2. Fill in: Purchase Type, Transaction ID, Amount, Receipt details
  3. The payload shape varies by payment handler (Prepaid, Stripe, iOS, Android)
  4. Submit — the purchase is recorded and the table refreshes

Buy/Rent TVOD Content

  1. Click Buy/Rent TVOD Content
  2. Select Content Type (Videos or Games)
  3. Search and select the content item
  4. Choose Purchase Type (BUY or RENT — availability depends on content type)
  5. Submit — the TVOD purchase is recorded

Restore Entitlement (Subscription)

  1. Click Restore Entitlement from the subscription table
  2. The form varies by platform:
    • iOS: Enter plan identifier and receipt
    • Web: Enter applied offer codes (comma-separated)
    • Android: Enter plan, plan name, and receipt (JSON)
  3. Submit — the subscription entitlement is restored

Expected Behavior

  • Successful actions refresh the billing history table.
  • Audit log entries are created: PURCHASE_RECONCILED, TVOD_PURCHASE_RECONCILED, etc.
  • One-time purchases are filtered by purchaseType !== 'SUBSCRIPTION'; subscription purchases by purchaseType === 'SUBSCRIPTION'.

If Something Goes Wrong

  • Add Purchase form looks different than expected? → The form adapts to the payment handler. Fields change based on platform (iOS, Android, Web, Prepaid).
  • Restore Entitlement failed? → Verify the receipt data is correct and the plan ID matches.
  • TVOD content not found? → The content must exist in the CMS. Try searching by title.

Related

  • Issue a refund
  • Manage subscriptions
  • View audit logs