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FAQ Billing

Is DonnaPlay free?

Occasionally we offer our users a promotional five-day trial period, allowing our members to explore the services offered. If you enjoyed your DonnaPlay trial, don’t worry - your membership will automatically renew on a monthly basis for as long as you choose to be a member, allowing you access to our premium content.

How does the billing work?

When you choose the five-day trial membership, you get free and unlimited access to our premium content for a period of five days. To avoid service disruptions, trial memberships are automatically renewed as monthly memberships unless cancelled within the five-day trial period.

If for some reason we didn’t meet your expectations, cancelling your trial membership before it expires will ensure that it doesn’t convert into a monthly premium membership. When cancelled, your trial membership will be downgraded to a regular membership, for which there are no monthly fees, but limited access to content.

My credit card has expired, how can I update my credit card information?

You can change your credit card information in the DonnaPlay Members’ Area. Simply follow the steps below:

  1. Sign in with your email address and password,
  2. Navigate to “My Account”, found in the side menu,
  3. Click Payment Method,
  4. Input any changes you would like to make,
  5. Save changes.

Why was a $1.00 authorization hold put on my credit/debit card after registration?

For authorization purposes, a $1.00 temporary authorization hold is applied to your credit card / debit card after registration. This procedure is required to ensure your card is valid.

Pending charges usually last three to seven days and are for the purpose of billing address and payment card validation. Don’t worry though! These temporary holds do not become actual charges, but they do impact the available amount of credit on the payment card in a decrease of $1.00 per pending charge. No permanent charges will be applied to your credit card for signing up as a regular member.

I upgraded to a multimedia premium account but was billed for $2.95. How come?

The upgrade fee of $2.95 is an optional buy-in, which allows members access to all our media and premium content, instead of only the media chosen during sign-up.

FAQ Technical

Is access to software included in my DonnaPlay membership?

Yes! Because our software is the distribution version direct from the provider, you can access it without the use of a credit card at any time. We don’t promote software for this reason, instead providing it as a bonus to both our free and paying members.

This also means that if you decide to cancel your paid membership, you will retain access to our entire catalogue of free software.

What do I need in order to use DonnaPlay?

Our built-in Media Player and Book Reader make using DonnaPlay easy and intuitive. That being said, the in-game system requirements will vary with every game. Each game has their minimum system requirement displayed on their respective game page. Compare your system to the game's system requirements to ensure smooth game playing.

How many devices can I use DonnaPlay on?

If you're anything like us, you're probably pretty connected, with multiple devices. That's why we've given you the flexibility to use DonnaPlay on as many devices as you'd like!

FAQ Members account

I've forgotten my password!

No worries - it happens to the best of us. Simply contact our Customer Support team and a representative will be more than happy to assist you in resetting your password.

How many titles do I have access to with my subscription?

Depending on the membership plan chosen, you can have access to unlimited titles spanning various genres. With the most comprehensive content library found anywhere on the internet, you'll never be bored. We guarantee it.

Why can't I find the title I signed up for?

Due to shifting property rights, territorial limitations, and distribution windows, it can happen that the specific title you’re looking for is no longer available in your area. But we're always looking to update and improve our library! So if you don't find the title you're looking for, feel free to drop us a line and we'll pass your suggestion on to our Content Team.

FAQ Cancellation

Email and password are case-sensitive.
Don't have your password?

I'd like to cancel my membership. How can I do this?

If our service didn’t meet your standards and you’d like to cancel your membership, we’re more than happy to process a refund! Simply contact our Customer Service team via phone or email, and they will finalize the cancellation.

How do I know that my account cancellation was successful?

After cancellation, a confirmation is sent to the email linked to your DonnaPlay account. If you haven't received it, please be sure to check your Spam or Junk folders as many web-based email providers occasionally mistake confirmation emails as spam or junk.

If your cancellation email is still nowhere to be found, it might have gotten lost in cyberspace! Feel free to drop us a line or give us a ring and one of our customer service agents will be more than happy to help.

Why am I being charged after I cancelled?

Oh no! You shouldn’t be charged after cancelling your membership. We send out confirmation emails once a membership has been terminated. If yours got lost in cyberspace, please contact our support team via phone or email and we'll get to the bottom of this!

Any questions we haven't covered?

If you can't find your question here we'd be happy to hear from you. Please go to our Facebook page, give us a call, or shoot us an email - we're social and would love to chat!

*Please note that cancellation by email may take up to three business days.

If you have any questions or have any feedback, feel free to contact our customer support team by phone: (toll-free) 1-888-983-0264 or 1-646-328-5024, 24 hours a day, 7 days a week. We can also be reached by email: send us a message or on social media:

Contact Our Offices

Content Roots Limited
13 St John Street
United Kingdom

Primary No: 1-888-983-0264 (toll-free)
Secondary No: 1-646-328-5024 logo

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