My subscription isn’t working. What should I do?

General

You’re planning a route in the app and want to view the elevation profile, but you get a message saying you need to purchase a Premium subscription. Or a message appears on your screen stating that you can’t save more than 10 routes in your account. These are a few examples of features available to Premium users.

But what should you do if you’ve purchased a subscription and still don’t have access to all the features? We’ll explain that in this article.

Causes

There are several possible reasons why the app doesn’t recognize that you have an active subscription. Below, we’ll list them and explain what you can do in each case.

Wrong account

This is usually the culprit. When you purchase a subscription, it’s always linked to the account you’re currently logged into in the app. If you later log in with a different account, or create a new account, the subscription won’t be linked to it. If you notice that the account doesn’t match, the solution is simple: log out and log back in with the account to which the subscription is linked.

Subscription not synchronized

It’s possible that your subscription was automatically renewed by Apple (iOS) or Google (Android), but synchronization didn’t occur after the renewal. In that case, use our “Restore previous purchase” procedure in the app:

1. At the bottom right of the home screen, tap More.
2. Then, at the top, tap More Info.
3. At the very bottom of the screen, select “Restore previous purchase.”

If the subscription is active on your smartphone, our app will recognize it and activate it.

Are you seeing a message stating that no active subscription was found? Here are some possible causes:

1. A different Apple ID or Google Play account is active on the device than the one used during the initial purchase (this sometimes happens when switching devices).
2. The subscription was originally purchased through Apple, and you’re now using an Android device (or vice versa).

If this is the case, you can always follow the steps above on the device used to originally purchase the subscription. If you no longer have access to that device, please contact our support team.

Payment issue

If the steps above did not help you activate the subscription, there is likely a payment issue.

Subscription purchased through the app:

Check whether the payment method associated with your Apple ID (iOS) or Google Play account (Android) is still valid. If there is indeed a problem with the payment method, Apple and Google will have notified you via email. Be sure to check your inbox. Update your payment method if necessary.

If you have an iPhone or iPad, you’ll need to purchase a new subscription through Apple. If you have an Android device and update your payment method within two weeks of the renewal date, Google will make another attempt to process the payment. If this period has passed, you’ll also need to purchase a new subscription through Google.

Subscription via the website:

If you chose to have your subscription automatically renewed when purchasing through our website, your bank may have declined the SEPA direct debit. Please contact your bank for more information.