You completed the payment.
You received the receipt email.
The charge appears on your card.
But when you log in — the subscription says inactive.
No premium access.
No upgraded features.
It feels like the payment vanished.
In most cases, the payment exists — but it isn’t linked to the account you’re using.
Why a Receipt Exists but Subscription Is Inactive
- Payment was made under a different login method
- Guest checkout created a separate account
- Google / Apple login differs from email signup
- Billing email doesn’t match active account email
Subscriptions attach to accounts — not receipts.
Common Signs of Account Mismatch
- Receipt email differs from login email
- Subscription tab shows “Free Plan”
- You’re prompted to upgrade again
- Billing history appears empty
This indicates the subscription is stored elsewhere.
How to Locate the Active Subscription
- Search receipt email for billing account details
- Try logging in via Google / Apple / email
- Check if guest checkout was used
- Contact support with transaction ID
Support can trace the subscription using payment records.
Before Requesting a Refund
- Do not repurchase immediately
- Avoid creating additional accounts
- Confirm login method first
Repurchasing can create duplicate subscriptions.
Always locate the linked account before taking action.