Make sure the account you are logged in to is the correct one, if you are using multiple platforms you must log in with the same email account for both under "My Profile".
I/ BIGVU Mobile App:
1. Enter to BIGVU App home screen.
2. Click on "My Profile" button (1).
3. Check that you are using the same email as you are using in BIGVU web desk, the same account that you subscribed with (2).
II/ BIGVU Web App
1. Enter to BIGVU web-desk: desk.BIGVU.tv
2. Open the menu ( top right side) and go to "Profile icon" to see your email account.