I've paid for my Premium renewal, but the app thinks I didn't

Sometimes the app doesn't automatically hear about the payment for your Premium subscription renewal from Apple or Google.

Please follow the below steps depending on where you've made your purchase.

Apple iOS

If you've purchased "Upgrade to Premium" but the Premium features are still locked, first make sure that you're signed in on your device with the same Apple ID you've used to make the purchase.

Then, restart the app and go to My Account and press the Restore previous purchase button.

If this didn't help, restart your device and retry the above steps.

If it still didn't activate, contact our North Pole Support team who will be happy to help you with this. To speed up your inquiry, include the receipt of your purchase. You can find the receipt in your e-mail inbox (sent by Apple right after the purchase) or in your purchase history by following these instructions: https://support.apple.com/en-us/HT204088

Google Play

If you've purchased "Upgrade to Premium" but the Premium features are still locked, first make sure that you're signed in on your device with the same Google account you've used to make the purchase. Then, restart the app and go to My Account > Upgrade to Premium . Then press the "Activate now" button. You won't be charged twice (unless you changed your Google account).

If this didn't help, restart your device and retry the above steps.

If it still didn't activate, contact our North Pole Support team who will be happy to help you with this. To speed up your inquiry, include the Google Play order number (transaction ID) of your purchase. It starts with the letters "GPA". You can find the receipt in your e-mail inbox (sent by Google) or by doing the following:

1. Go to pay.google.com.
2. In the left pane, open Activity or Other purchase activity.
3. Select an order to see your receipt.
4. The transaction ID is mentioned near the bottom of the receipt (scroll down if needed).