Frequently ask questions for subscription and billing – Android

In general, your subscriptions are managed by Google. You can check the official document from Google:
https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en
We listed some frequently asked questions below:

Q1: I would like to trial the subscription features before I pay. How to do it? Will I be billed if I cancelled subscription in free trial phase?
If ‘3-day Free Trial’ is available for your subscription product, just clicking ‘Buy Now’ will start your subscription immediately and you will not be billed in your free trial phase. If you want to cancel your trial before be billed, you need to cancel the subscription at least 24-hours before your renewal date.

Q2: How do I cancel my subscription?
If you subscribed via one of your Android mobile apps, you must cancel your subscription through the Play Store.
In order to cancel your subscription, please follow the following steps:
1. Launch the Play Store app on your Android device
2. Tap on the Menu button in the top left of the screen
Google subscription_1
3. Tap on Subscriptions
mobile-my subscription
4.Tap Nero Streaming Player Pro VIP subscription. Below is a test example screen shot:
my subscription
5. Tap Cancel Subscription. Screenshot_20190806-221016
6. It will pop up a confirmation dialog. Tap Cancel Subscription again
mobile-cancel subscription-confirm

Alternatively, you cancel your Google Play subscription online without an Android device by following these steps:
1. Log in to Google
2. Go to https://play.google.com/store/account/subscriptions
web-my subscription
3. Find the subscription you want to cancel.
4. Click Manage.
web-my subscription-manage
Note that if you follow these steps and only see options to re-subscribe, that means that you had already canceled your subscription.
5. Click Cancel subscription

Q3: Does deleting the app cancel my subscription?
No, uninstalling an app will not automatically stop your subscription. You must cancel your subscription to end your subscription. If you uninstall the app without canceling your subscription, you will still be charged. If an app you’ve purchased a subscription for is removed (discontinued completely) from Google Play, your future subscription will be automatically canceled but past subscriptions will not be refunded.

Q4: Where can I manage my subscription?
Being in control of your subscription is really easy! To view, end or cancel your subscription, follow these steps:
1. Open the Google Play Store app on your Android device
2. Tap the Menu button
3. Tap Account
4. Tap Subscriptions
5. Tap the ‘Nero Streaming Player Pro VIP subscription’
Here you can:
1. View your subscription details, including renewal date and price
2. Cancel your subscription. If you cancel, your subscription will stop at the end of the current billing cycle

If you have more questions, please contact us at support@nero.com

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My TV or media player is not detected by Nero Streaming Player App, what should I do?

1. Please make sure your TV or media player, and your mobile phone are connected in the same WiFi network.

2. Please make sure your TV is a smart TV which compatible with DLNA/uPnP.
You can use DLNA product search to confirm if your TV is a DLNA certified product: https://spirespark.com/dlna/products/. You can search by manufacturer, product type or device classes and capabilities.

3. Disable the WLAN of your mobile device and re-enable it. Disable/disconnect the the network connection of your TV and re-enable it.

4. Restart Nero Streaming Player to try again.

5. Check if your router has AP isolation enabled. If the AP isolation is enabled, please turn it off and try to play again.
Take TP-Link as an example, device management–>AP isolation –>Off

6. Check if proxy settings is enabled on the mobile network. If there is a proxy, please turn it off or add the IP of target device to the exception list.
manually config PROXY

7. Upgrade Nero Streaming Player to latest version.

8. Hotspot: Find another phone, open personal hotspot, connect your phone and TV to this hotspot, and now try to play to TV. If Nero Streaming Player is playing correctly when using this hotspot, it can basically confirm that there is a problem with your router settings. Please check it.
Note: If you only open the current phone hotspot and connect your TV to this hotspot, the connection will not work properly for iOS. Please make sure to use a hotspot from another phone.

9. If your TV is an Android TV and integrated Google Play Store, you also can download and install Nero Receiver TV on your TV. Nero Streaming Player works perfectly with Nero Receiver TV.

10. Try Nero stick: Nero Easy Stream FullHD – HDMI Stick: https://www.nero.com/enu/products/nero-easystream/?navid=116134471207
HDMI port need to be available for your TV.

11. Write feedback to us inside of Nero Streaming Player

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Frequently ask questions for subscription and billing – iOS

In general, your subscriptions are managed by Apple. You can check the official document from Apple:
https://support.apple.com/en-us/HT202039

We listed some frequently asked questions below:
Q1: I would like to trial the subscription features before I pay. How to do it? Will I be billed if I cancelled subscription in free trial phase?
If ‘3-day Free Trial’ is available for your subscription product, just clicking ‘Buy Now’ will start your subscription immediately and you will not be billed in your free trial phase. If you want to cancel your trial before be billed, you need to cancel the subscription at least 24-hours before your renewal date.

Q2: How do I end my trial?
To end your trial on iOS, follow these steps:
1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Tap iTunes & App Store
4. Tap your Apple ID at the top of the screen
5. Tap View Apple ID – you may be asked to sign in
6. Tap Subscriptions
7. Tap the ‘Nero Streaming Player Pro’ subscription
8. Tap Cancel Subscription to end the trial – you can continue to use the subscription features until the trial period is over.
Nero Streaming Player Pro will keep a spot for you on the mat any time if you change your mind!

Q3: Does deleting the app cancel my subscription?
No, deleting the app does not cancel your subscription. If you really want to leave Nero Streaming Player Pro and want to cancel your subscription, please follow the steps of Q5  to cancel your subscription first.

Q4: Where can I manage my subscription?
Being in control of your subscription is really easy!

To view, change or cancel your subscription on iOS, follow these steps:
1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Tap iTunes & App Store
4. Tap your Apple ID at the top of the screen
5. Tap View Apple ID – you may be asked to sign in
6. Tap Subscriptions
7. Tap the ‘Nero Streaming Player Pro’ subscription

Here you can:
1. View your subscription details, including renewal date and price
2. Choose a different subscription, which will start at the end of the current billing cycle
3. Cancel your subscription. If you cancel, your subscription will stop at the end of the current billing cycle

Q5: How to change and cancel my subscription?
To cancel the automatic renewal of your subscription, follow these steps:
1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Tap iTunes & App Store
4. Tap your Apple ID at the top of the screen
6. Tap View Apple ID – you may be asked to sign in
7. Tap Subscriptions
8. Tap the ‘Nero Streaming Player Pro’ subscription
9. Tap Cancel Subscription to end the automatic renewal. If you cancel, your subscription will stop at the end of the current billing cycle.

If you have more questions, please contact us at support@nero.com

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Nero Streaming Player Version iOS 1.2.18 / Android 1.0.78 

We have listened to your feedback, so check out the great new features. And of course we swept the yard and fixed some bugs.

  • Now, stream to your Chromecast device directly, from both your mobile device as well as via Nero MediaHome 2019 on your PC
  • We made it easier for you telling us your problems and suggestions via the more convenient feedback function
  • Check out the video tutorial and FAQs via the info page
  • Now, go to other Nero mobile applications with just one click!

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New Android version of Nero Streaming Player available

Version 1.0.59 of Nero Streaming Player for Android  is available. Get it now from Google Play Store or update your installed app to benefit from the range of great new features!

What’s New?

  • Browse, play, and stream content in local device folders
  • Play and stream media files on your SD card
  • Play and stream media files from an OTG compatible USB storage
  • Some bug fixes

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