Frequently Asked Questions

Welcome to PlaybackOnline’s FAQ page. We strive to ensure that our website is user friendly and have done our best to allow you, the user, to fully manage your account online through your My Account page. If you are having trouble, please read through the list of frequently asked questions below. If you are still having difficulties, please email customersupport-playback@brunico.com and we will do our best to respond in a timely fashion.

Q: Why can’t I access the online content?
A: To view full content on www.playbackonline.ca you must have a PlaybackOnline subscription. To subscribe, visit www.playbackonline.ca/subscribe.

Q: I have a Playback Daily email newsletter subscription, does that mean I also have a PlaybackOnline.ca subscription?
A: No. PlaybackOnline is a separate product and requires a separate subscription. To subscribe, visit www.playbackonline.ca/subscribe.

Q: I have a PlaybackOnline subscription but am being prompted to subscribe when I try to access articles.
A: Ensure that you are logged into the website in the upper right corner of the page. If you see a Login link, you are not currently logged in. If you are logged in and still cannot view articles, click on the My Account link and under Website Subscriptions, ensure that your subscription has not expired.

Please note that PlaybackOnline subscriptions can be used by the registered user only. We do not allow the sharing of accounts or passwords and have taken measures to block multiple users.

Q: How can I obtain a copy of my subscription receipt?
A: To have your receipt re-sent to your email address, login to your account at www.playbackonline.ca, visit the My Account page and click on the “Re-send invoice” link underneath the ‘Website Subscriptions’ header.

Q: My subscription has expired. How can I renew?
A: You can renew your subscription by logging in, clicking on the My Account icon in the top right corner and clicking on Renew Your Subscription under the Website Subscriptions header.

Q: The credit card information you have on file for me is incorrect. How can I update it?
A: You can update your credit card information by logging in, clicking on the My Account icon in the top right corner and clicking on Update Credit Card Information under the Website Subscriptions header.

Q: I have a new email address. How can I change it?
A: You can update your email address information by logging in, clicking on the My Account icon in the top right corner and clicking on Add a new Email Address under the Account Settings header.

Q: I received an email that said my credit card has been charged for a PlaybackOnline renewal. Is this legit?
A: PlaybackOnline subscriptions are set to auto-renew on the date of expiry. To confirm that your account has been renewed, log in to www.playbackonline.ca, click My Account in the top right corner and take a look under the Website Subscriptions header. Here you will see your START DATE and END DATE. The START DATE is the day that your subscription was renewed. Credit cards are charged 1 day before the date of renewal (or START DATE).

Q: How can I transfer a PlaybackOnline subscription to another person?
A: If you need to transfer a subscription due to staff changes, please email customersupport-playback@brunico.com and include the following:

  • Original subscriber
  • Reason for transfer
  • New subscriber (name, title and email address)

Q: I need to cancel my PlaybackOnline subscription. How can I do that?
A: Monthly subscriptions are non-refundable and are automatically renewed each month on the last day of your monthly billing cycle. To cancel your monthly subscription login to your My Account page and select the cancellation option. The cancellation will take effect at the end of the current monthly billing cycle on your billing date. Yearly subscriptions are partially refundable and are automatically renewed each year on the last day of your yearly billing cycle. Cancellations received within 6 months of the start of your yearly subscription are eligible to receive a refund of 50%. Cancellations received after 6 months of the start of your yearly subscription are non-refundable. To cancel your yearly subscription login to your My Account page and select the cancellation option. The cancellation will take effect immediately.

Q: Why have I stopped receiving my Playback Daily?
A: To confirm that you are still subscribed, log into www.playbackonline.ca and click on the My Account link in the top right corner of the page.

Note: All Playback Daily subscribers must have a password. If you do not remember your password, click on the forgotten your password? link to reset it.

  • Under the Email Newsletter Subscriptions header, if you see nothing, you are not subscribed. In this case, click on the Subscribe to one of our email newsletters link to subscribe.
  • If you see Playback Daily with a status of 1, your subscription is active and is being sent to you. If you are not receiving it, please ensure that it is not being caught by a SPAM filter.
  • If you see Playback Daily with a status of 0, your subscription is not active. Click on the Activate link to activate it.
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