I paid but Premium isn't unlocked, or I need to restore a purchase
Restart the app, sign in with the same account you paid with, then tap Unlock More Features! and Restore Purchases. If it still isn't unlocked, contact us from the Help screen.
If you paid for Premium but the app still shows ads or locked features, or you need to restore a purchase on a new phone, the app is not seeing your subscription. Your subscription belongs to the account you were signed in to when you paid. These steps fix it in most cases.
1. Restart the app
The app checks your subscription every time it starts.
- iPhone: swipe up from the bottom of the screen and pause, find the app, then swipe it up to close it.
- Android: open your recent apps, then swipe the app away.
Then open the app again.
2. Check that you are signed in to the right account
- If the main screen shows You're signed out on this phone, tap the sign-in button on that card.
- Otherwise, open your account in the app and check the email. It must be the account you were signed in to when you paid.
- If it's a different email, sign out and sign in with the account you paid with. See How to get back to your original account.
3. Restore your purchase
- Open the upgrade screen: tap Unlock More Features! in the app's menu.
- Tap Restore Purchases (in some apps it is called Restore Previous Purchases).
Use the same Apple Account or Google account you paid with.
4. Check that your subscription is still active
A subscription that has expired no longer unlocks Premium. If you cancelled it, Premium stays on until the end of the period you already paid for, then stops. Check its renewal or end date in your Apple or Google account. See How to cancel a subscription or get a refund for where to find it.
A purchase that Apple or Google refunded no longer unlocks Premium either. This includes a one-time lifetime purchase, even one from years ago. If you asked Apple or Google for a refund at any time, that is likely why.
Bought it years ago or on an earlier account?
- A purchase belongs to the Apple Account or Google account that paid for it, not to the phone. On a new phone, sign in to the App Store or Google Play with that same account, then restore your purchase as in step 3.
- Restoring finds every purchase of that Apple Account or Google account, including a one-time lifetime purchase from years ago, and unlocks Premium if one is still active.
- A subscription that ended, even years ago, can't be restored; you need a new one.
- Restoring moves Premium to the account you are signed in to in the app now. If you used another email back then and want your old data too, sign in with that account first. See How to get back to your original account.
Someone else paid?
If you joined the account of someone who has Premium, you get Premium through them and don't need to pay. Make sure you are signed in, and ask them to check that their subscription is active and that you are still on their account.
Still not unlocked?
Open Help in the app and tap Contact us. Tell us the email you are signed in with, and whether you paid with Apple or Google. Send us your receipt too: the email Apple or Google sent you when you paid. It has the order number we need to find your purchase.