Two email addresses can describe the same payment
Chilling’s help says a billing email and a Chilling account email may differ, particularly for an app-store purchase. Searching only for an account under the card or store email can therefore miss the service account originally used. Identify the original purchase route and the Chilling sign-in privately before concluding that payment has created no entitlement at all.
Use restoration where the application offers it
For an Apple or Google Play purchase not recognised in Chilling, the publisher first asks viewers to use the same Chilling account associated with the original subscription. If the app provides Restore Purchases, it says to use that option and restart the application. The wording is conditional; it does not guarantee that every application build displays an identical restoration button. Its same-account guidance also says an active subscription should not require a separate purchase for each supported device.
Give support the transaction it can investigate
If recognition still fails, Chilling requests the account email and Apple or Google Play order information. For an unidentified charge, it also asks for the date, amount, billing method and, where relevant, the card’s last four digits. It explicitly says never to send the full card number. For example, an active store receipt paired with an inactive TV screen is different evidence from a cancelled receipt or a different service login. Keep those facts together instead of buying another subscription merely to test whether the second device begins working.