Christian Untouchable
Help Center/SUBSCRIPTION
SUBSCRIPTIONBILLING_GUIDEVersion v4.0

Charged for Subscription but Content is Still Locked (Entitlement Resync)

How to trigger instant entitlement reconciliation across Stripe, Moneroo Mobile Money, and Chariow.

Owner: Billing Operations Lead
Last Reviewed: 8/30/2026
Verified Production Runbook
### Why Does This Happen? When you subscribe via credit card or African Mobile Money (MTN MoMo, Orange, Wave), payment gateways communicate asynchronously via secure webhooks. Occasionally, mobile network carrier lag delays token confirmation. ### Resolution Steps: 1. **Force Entitlement Refresh**: - Go to **Account > Subscription** in the CUTV web or mobile app. - Click **"Restore Purchases / Sync Entitlements"**. - Your session will query the immutable ledger to verify cleared payment. 2. **Mobile Money Delayed SMS**: If your Mobile Money balance was debited but CUTV is still unpaid, wait up to 3 minutes for the operator confirmation SMS. 3. **Contact Billing Support**: If locked after 10 minutes, open a ticket with your transaction reference number (e.g. `ch_3P...` or `MNR-8921`). We never ask for full card numbers or banking PINs.

Was this article helpful?

612 people found this useful.

Didn't solve your issue?

Escalate to our 24/7 specialized customer operations engineering team.

Christian Untouchable TV | Higher. Stronger. Bigger.