If you’ve previously purchased a subscription through the Apple App Store or Google Play Store but are unable to access your account, you may need to restore your purchase.
Important Notes Before Restoring Your Purchase
- You'll need to restore your purchase on the same device it was originally made on. If the purchase was made on your child’s device, restoration must be completed there—regardless of whether you are the approver for their Apple ID purchases.
- We recommend checking your Apple receipt to confirm the billed Apple ID and verifying the correct device before proceeding.
- If you see a "Sign Up" option at the bottom of the screen, the purchase was likely made on that device, and the restore steps must be completed there.
- If you only see a "Log In" option and activities remain locked after logging in, the purchase may have been made on a different device. If you’re sure you are on the correct device, proceed with the restore process.
Steps to Restore Your Subscription
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Ensure You’re Logged Into the Correct Store Account
- If you made the purchase through the Apple App Store, make sure you’re signed in with the same Apple ID used for the original purchase.
- If you made the purchase through Google Play, ensure you’re signed into the same Google account that was used for the purchase.
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Open the App, navigating to the Setting and Tap "Restore Purchase"
- If you have not created an account yet, a brief loading spinner will appear, and you’ll be taken to the account creation page.
- If you already have an account, tapping the button will prompt a confirmation message, allowing you to regain access.
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If Nothing Happens When You Tap the Restore Button
- This may indicate that you are not signed into the correct Apple ID or Google account. Please double-check your store account settings and try again.
Still Need Help?
If you are unable to restore your purchase after following these steps, please contact our Customer Care team for assistance. Be sure to include:
- The email address associated with your account (if applicable)
- The type of device you are using (e.g., iPhone, iPad, Android device)
- Any error messages or details about what happens when you tap the Restore Purchase button