Welcome to PlayFilms Support!
We are here to answer your questions, whether they are related to membership types, content, technical issue, or more.
If you are unable to find an answer to your questions here, or would like to have an additional information about PlayFilms, please do not hesitate to contact us - our team is always happy to help.
How can we help you?
1800934261
(standard tariff applies)
Weekdays between 9am to 5pm.
Contact us
PlayFilms is a brand of Cpay b.v.
What is PlayFilms's Fair Use Policy?
PlayFilms’s fair use policy has two major goals:
1) deter fraud and 2) help keep the service unlimited for all digital content lovers.
Our fair use algorithm automatically suspends users whose activity appears to resemble any of the following:
- Commercial use
- Automated consumption
- Recording or duplicating content
- Unauthorized sharing, leasing or distribution of content
- Public broadcasting
- Multiple accounts created with the same device or IP address
- Accounts using a blacklisted device, IP address or PayPal
- Use of a VPN or Proxy IP
When a membership is frozen, our team conducts an investigation to determine why said membership triggered the algorithm. Over the years, our investigations have uncovered cases of consumption exceeding 24 hours per day, concurrent streaming on multiple IP addresses and other activity violating our terms and conditions.
This type of activity results in high licensing costs and puts our unlimited offering at risk. It also jeopardizes our partnerships with content providers who license their content to us to be distributed for personal use only.
We realize that some accounts may be flagged unjustly, which is why we manually review all cases. This process can take anywhere between 5 and 10 business days. If our team is able to determine that an account was indeed flagged incorrectly, it is immediately reactivated."
How to cancel the membership?
To cancel your membership, please call 1800934261 during weekdays between 9am to 5pm.
You can also request the cancellation via email to [email protected]
How to use PlayFilms?
In order to use PlayFilms you need:
Mobile: Android 4.1 or higher; iOS 6 or higher
Desktop: Any modern browser updated after 2014
We advise you to have a minimum streaming speed of at least 1,5 Mbps in order to make use of the Service. For standard-definition you should have a minimum streaming speed of at least 3 Mbps, for high-definition you should have a minimum streaming speed of at least 5 Mbps.
Billing and Payments
You are billed on a monthly basis. Your membership will auto-renew and you will automatically be charged every month.
If you choose to cancel your paid membership, you will no longer be billed but will retain full access to PlayFilms until the end of that given billing cycle. Note: Billing will take place on the same day each month for as long as you are a member.
What is Playfilms’s refund policy?
If you don’t fully love your experience, you can cancel anytime.
If you’d like to change or cancel your current membership, simply call us at 1800934261 (standard tariff applies) during weekdays between 9am to 5pm.
If you believe that you have been charged erroneously and would like to request a refund, please contact us by sending us an email to [email protected]. Make sure to include your name, the email address associated to the account, a description of the issue, and which charge(s) you are disputing.
When I try to play content, it freezes or skips,
If you’re having issues with playback, please start by checking your Internet connection. Don't forget that the strength of your connection can vary depending on where you are, particularly if it's a mobile data connection. We recommend a connection speed of at least 0.5Mbps for watching movies, for example.
If your connection is fine, but you're still experiencing choppy streaming, check what else you might have running simultaneously, as that could be using up a large portion of your bandwidth and affecting playback. Try closing down all other web-connected applications and see if that improves your experience.
If you're still having issues, please send us an email at [email protected] and we'll be happy to help!
My Video/Audio is out of sync or distorted
First things first, please try another title to see if the issue is affecting a specific piece of content or the entire platform. If it’s related to a single title, please let us know which one it is by submitting a support ticket.
If the issue affects multiple titles, start by checking your Internet connection. Don't forget that the strength of your connection can vary depending on where you are, particularly if it's a mobile data connection. We recommend a connection speed of at least 0.5Mbps for watching movies, for example.
If your connection is fine, but you're still experiencing choppy streaming, check what else you might have running simultaneously, as that could be using up a large portion of your bandwidth and affecting playback.
If you're still having issues, please send us an email at [email protected] and we'll be happy to help!
My browser crashes when I try to use PlayFilms
If you’re having issues using PlayFilms in your preferred browser and find that it crashes, try clearing your cookies and cache first. If you restart the browser and the problem persists, try using PlayFilms in a different browser or send us an email at [email protected] and we'll be happy to investigate.