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Web Purchase Issues

If you purchased a premium plan directly from our websites and are experiencing issues accessing your benefits, check these common scenarios.

I purchased on the web, but my plan does not appear in the App​

Why does this happen? It is highly likely that you made the purchase using a different email address than the one linked to your App. It is very common that when paying on the web, the browser autofills the contact information with a different email (such as a personal or work email).

How is it resolved? You have two options to enjoy your plan:

  • Use the purchase account: Sign out of the App and sign in with the exact email you used to pay on the web. Your premium plan is already active on that account.
  • Transfer the subscription: If you prefer to keep your original App account, write to us at [email protected]. Attach your web payment receipt and let us know both emails (the purchase one and your usual account one) so our team can make the transfer manually.

I purchased on the web, but I don't have a password to sign in​

Why does this happen? If you paid without having previously created or signed into an account, our system automatically creates one with the email you entered and sends you a link to set up your password. Sometimes, this email goes unnoticed or is filtered.

How is it resolved?

  1. Check your Spam or Junk mail folder for the activation message.
  2. If you cannot find it or the link has already expired, generate a new one by going to the "Forgot my password" option on your specialty's website:

The web benefit was suddenly deactivated​

Why does this happen? This happens if you had an active subscription within the App (managed by Apple or Google) and you purchased a package on the web without canceling it first. When the store subscription ends, the store sends an alert to the system which, by mistake, also deactivates the benefit you purchased on the web.

How is it resolved? Immediately contact our support team by writing to [email protected]. Attach the payment receipt for your web purchase and your account email. An agent will validate your payment and manually reactivate the benefit.

Prevention

As a general rule, always cancel your active subscriptions on Google Play or the App Store before purchasing a package directly on the website. This will prevent the store systems from interfering with your access.