What am I being charged for?
If your credit card statement includes the words REAL * or RN *, you have either purchased RealPlayer Plus or signed up for one of our subscriptions, such as RealTimes (formerly RealPlayer Cloud) or SuperPass. Below is a list of common charge amounts and the products they represent; keep in mind that your charge may be slightly different due to your state's sales tax.
$4.99, $24.99 or $49.99 - This corresponds to either a monthly or annual subscription to RealTimes Premium, with 25 GB of cloud storage space and other benefits. (What is RealTimes?)
$9.99 or $99.99 - This corresponds to either a monthly or annual subscription to RealTimes Unlimited, with unlimited cloud storage space and other benefits. (What is RealTimes?)
Note: A $9.99 recurring monthly charge could also be a GameHouse FunPass subscription. GameHouse is a division of RealNetworks. For GameHouse support, click here.
$4.95 or $6.95 - This corresponds to a monthly subscription to SuperPass Asia Pacific and Unlimited Movies, available in Asia and Australia.
$14.99 or $34.99 - This corresponds to a monthly or quarterly subscription to SuperPass for U.S. and Canadian customers. (What is SuperPass?)
$0.80 - This isn't actually a charge, but an authorization to verify that the payment information entered is valid. Your bank will usually remove the authorization within 48-72 business hours, although this varies from bank to bank.
How do I cancel this account?
If you signed up for a paid RealTimes plan on your PC, access your account at https://realtimes.real.com/myaccount, click Plans, and then click the grey Cancel Service button beneath your plan information.
If you signed up for a paid plan on your iPhone or iPad, the order was processed through iTunes. You can cancel a recurring charge for an active, paid RealTimes account by following these instructions: https://support.apple.com/en-us/HT202039
If you signed up for a paid plan on your Android, the order was processed through Google Play and you will need to cancel it through the Subscriptions section of the Google Play store (https://play.google.com/apps?type=1).
If you signed up for SuperPass, email us to cancel your subscription.
What is the difference between "cancel" and "deactivate"?
Deactivation deletes your account and all associated content. It does not cancel your billing plan. If you have a paid subscription, you must first cancel it and wait for the paid term to expire before you can deactivate your account.
Can I get a refund?
We do not offer refunds for subscriptions, but you may cancel at any time and no further charges will be made to your account.
Please see the RealTimes Subscription Terms for further details.
What can I do if I still need help?
Please email us.