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Missing Premium Account


I've been a long time account holder with Real Player, I have not used it for a while, a year or more... I had purchased a premium account and was using the private feature which required a pin number, when real player started forcing members to migrate to the cloud system, I stopped using my account because I did not like being forced to a different platform in the cloud from what I was comfortable using and have not used it much since...

Today when I went to access real player, it forced me to do a another upgrade and now real player no longer recognizes my account as a premium account for which I had paid for in full a few years back and often used the features - now real player is telling me that I need to purchase a premium account again to access my private account with a new pin number

How can I get my premium account restored to service, I never canceled  it nor deactivated it....

I should not be forced to purchase another premium account.. Help..!!!


Charles Bracey

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When you originally purchased RealPlayer Plus, you purchased version RealPlayer Plus 16, which was a one-time charge. With that purchase, you received updates and support of that version for no additional fees or hidden charges. We're no longer making any updates to RealPlayer 16 (or RealPlayer Cloud).

Although customers who purchased RealPlayer 16 Plus continued to enjoy their Plus features at no extra charge when we released RealPlayer Cloud, in the new RealTimes these features are available either with RealPlayer Plus 18 or with a Premium/Unlimited subscription. A subscription unlocks many more features than just the Plus features!

See what's new in RealTimes:

Customers who previously purchased RealPlayer Plus can receive a discount when they upgrade to RealPlayer Plus 18, please click the RealPlayer Cloud logo in the upper left of your player and select "Check for Update."

If you have installed RealTimes on your computer, you will not be able to access the premium features.

To access the premium features, first, uninstall RealTimes by following this article:

Then, download either RealPlayer Cloud or RealPlayer 16 by following the below article:

After downloading the previous version, sign in to access the Plus features of the player:

  1. Open RealPlayer.
  2. From the RealPlayer menu in the upper left, choose Sign in.
  3. Enter your email address and password.

After you are signed in, you should see a RealPlayer Plus icon located in the upper left corner of the player.

Note: Please be aware that we are no longer making any updates to RealPlayer Cloud or RealPlayer 16, and popular features such as Download This Video may not work on these versions. Therefore, we strongly recommend using RealTimes.

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