UP Faith & Family Customer Service — Complete Professional Guide

Overview and what to expect

UP Faith & Family is a niche streaming service focused on faith-forward and family-friendly programming. When you contact customer service you should expect three primary functions: account and billing support, technical troubleshooting for streaming on devices (Roku, Amazon Fire TV, Apple TV, Android, iOS, web), and content or rights inquiries. Industry-standard service frameworks apply: self-service documentation, email/ticket triage, and escalations to phone or business teams for complex issues.

As of 2024, typical streaming-service benchmarks that apply here include average initial email response times of 24–72 hours, live-chat or phone acknowledgement times of 0–10 minutes during staffed hours, and resolution windows of 3–7 business days for billing disputes that require financial reconciliation. Knowing these benchmarks helps set realistic expectations when you open a case.

How to locate official contact channels

Always use official channels listed in the app or on the service’s verified website to avoid scams. The primary URL for the service is https://www.upfaithandfamily.com — confirm the domain in your app’s About or Account page. In-app support links, receipt emails (Apple or Google Play), and store listings (Roku Channel Store, Amazon, Apple App Store) are authoritative sources for contact details and for initiating refunds processed by the platform.

If the service offers phone support or a business office, those numbers will be published in the legal or contact section of the website. If you cannot find an official phone number, use the support email/ticket system listed on the site, and save your ticket ID. For transactions billed through Apple or Google, the app stores control refunds and will direct you to the platform’s support flow.

Common technical issues and step-by-step troubleshooting

Streaming problems are the most frequent support reason. Before opening a ticket, run a 5–minute checklist: confirm your device OS is up-to-date, the UP app version is current, and your home network provides adequate bandwidth. Recommended minimum bandwidth: 3 Mbps for standard definition (SD), 5 Mbps for HD, and 25 Mbps for 4K streams. Use a wired Ethernet connection where possible for stability.

More specific troubleshooting steps to include in your support request are: the device model and OS version (e.g., Roku Ultra 4800X, Fire TV Stick 4K), the exact app version number, the error message and code if present, time and timezone of the incident, and whether the issue occurs on multiple networks or devices. This information reduces triage time and speeds resolution to hours instead of days.

Billing, subscriptions and refund policies — practical guidance

Billing issues fall into four categories: unexpected charges, subscription cancellation, payment method updates, and refunds. If you subscribed through a third-party app store (Apple, Google, Roku), you will generally manage billing and refunds through that platform. For direct subscriptions via the website, include invoice numbers and exact timestamps from your bank statement when disputing charges.

When disputing a charge, expect to provide: last four digits of the card used, transaction amount and currency, date/time of charge, and a screenshot of the receipt or bank statement. Typical resolution times: immediate adjustments for simple billing errors, 5–14 business days for bank reversals, and up to 30 days for investigations that require partner reconciliation.

Escalation path and legal or business inquiries

If initial support does not resolve your issue, escalate using documented channels: reply to the existing ticket asking for supervisor review, request a case number, and set a deadline for response (e.g., 5 business days). For content licensing, media requests, or business-to-business inquiries, use the corporate contact form and include company name, nature of inquiry, expected audience or territory, and deadlines.

If you must escalate outside the company, options include: filing a complaint with your payment provider, contacting the Better Business Bureau, or lodging a consumer complaint with the Federal Trade Commission. Keep all correspondence, receipts, and screenshots — these are required for formal disputes.

Practical templates and a quick troubleshooting checklist

• Quick troubleshooting checklist: 1) Confirm app & OS versions; 2) Restart device and router; 3) Test other streaming apps; 4) Capture error codes and timestamps; 5) Try wired connection. Include these steps at the top of any ticket to reduce back-and-forth.
• Support message templates (copy & paste, replace placeholders):
  

  • Billing Dispute — Subject: “Charge dispute: [MM/DD/YYYY] $[AMOUNT]” — Body: “Account email: [[email protected]]. Last 4 card digits: [1234]. Transaction date/time: [MM/DD/YYYY hh:mm TZ]. Receipt attached. Please identify reason for charge and requested refund.”
  • Streaming Failure — Subject: “Playback error on [DeviceModel], error code [000]” — Body: “App version: [x.y.z]. Device model/OS: [model/version]. Network: [ISP; Wi‑Fi 5GHz]. Error message & time: [text; MM/DD/YYYY hh:mm TZ]. Steps already tried: [reinstall, restart].”
  • Business Inquiry — Subject: “B2B content/license request — [Company Name]” — Body: “Company contact, audience reach, territory, content titles of interest, timeline, and budget if applicable. Please provide primary contact and NDA process.”

Final recommendations

Document everything: always save ticket IDs, timestamps, and screenshots. Use the app store receipts when the platform handled payment. Expect initial responses within 24–72 hours and escalate politely but firmly if a deadline is missed. This structured approach reduces resolution times and produces usable records if you need to involve banks or regulators.

For the most up-to-date contact information, verify the service’s official website and in-app help pages before calling or emailing. If you need, I can draft a customized support email or call script using your exact account details and issue description — provide the non-sensitive details and I’ll prepare it.

How do I cancel an online subscription?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To cancel an online subscription, log in to your account on the service’s website, go to your settings or account management section, and find the option to cancel or manage your subscription. For apps, check the settings within the app stores like Apple App Store or Google Play Store. If you can’t find the cancellation option, contact the company’s customer service directly to request cancellation and ask for a confirmation email.  General Steps to Cancel a Subscription

1. 1. Log in to your account: Go to the official website of the service you want to cancel and sign in using your credentials. 
2. 2. Navigate to your settings: Look for a section like “Account,” “Billing,” “Subscriptions,” or “Settings”. 
3. 3. Find the cancellation option: There should be a button or link to “Cancel Subscription” or “Manage Subscription”. 
4. 4. Follow the instructions: Click the link and follow any on-screen prompts to confirm your cancellation. 
5. 5. Look for confirmation: You should receive an email or in-app notification confirming your subscription has been canceled. 

If You Paid Through an App Store

• Apple App Store: . Opens in new tabOpen the App Store on your device, tap your profile picture, select “Subscriptions,” and then choose “Cancel”. 
• Google Play Store: . Opens in new tabGo to the Google Play app, find “Subscriptions,” select the one you want to cancel, and tap “Cancel subscription”. 

What to Do if You Can’t Find the Option 

• Contact Customer Service: If you can’t find a way to cancel through the website or app, find the company’s contact information on their website and call or email their customer service.
• Ask for Confirmation: Request a confirmation of your cancellation via email to avoid future disputes.

Helpful Tips

• Set Reminders: Use a digital calendar to set a reminder a few days before a free trial ends or a subscription is set to renew. 
• Check Bank Statements: Use subscription management tools or check your bank statements to find and track subscriptions you may have forgotten about. 

AI responses may include mistakes. Learn moreCancel, pause, or change a subscription on Google Play – Android To cancel an unused prepaid subscription plan: * On your Android device, go to subscriptions on Google Play. * Select the subscri…Google HelpHow to Find and Cancel Unwanted Online SubscriptionsFeb 3, 2024 — To see a list of the apps you’re currently paying for through Apple Pay, open the App Store on your smartphone and clic…Consumer Reports(function(){
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What is up faith and family on Xfinity?

Get instant, ad-free access to the best in family and faith-friendly entertainment. Find exclusive series and movies, behind-the-scenes specials and past seasons of UPtv original hits available only on UP Faith & Family. New titles added weekly!

How do I cancel my faith network?

Step 2: In the top left, click on ‘Account’. Step 3: In ‘Account’, click on ‘Membership’. Step 4: Click on ‘Update’. Step 5: You now have the option to cancel or pause your subscription.

How do I cancel my subscription for Up Faith and Family?

How do I cancel my subscription on the Website?

1. You can cancel your subscription anytime.
2. Enter your email address and select “Continue”
3. A one-time password will be sent to your email address.
4. Once in the Customer Portal, select “Manage Subscription”.
5. Toggle the subscription you wish to cancel off.
6. Save changes.

Is Up Faith & Family part of Amazon Prime?

Choose from UP Faith & Family and many more subscriptions, all on Prime Video.

How much does a subscription to Up Faith & Family cost?

$5.99 per month
Download the UP Faith & Family app and start your FREE TRIAL today, with no contract or obligation. Then choose the subscription option that is best for your family: $5.99 per month -OR- save with an annual subscription for only $59.99.