Paid, but Premium is not showing
If you have paid but features are still locked, the payment is usually on another account or still being confirmed, or the event belongs to someone else. Check these in order.
On this page
1. Check the account you are signed in with
Premium belongs to the Vowly Event account that bought it, and works on the web, iPhone and Android whenever you sign in with that account. To see which email address you are signed in with, open Profile, then Personal information.
If you signed in with Apple and chose to hide your email address, your account has an address from Apple, not your usual one. If you have two accounts, sign out and sign in the way you did when you paid.
2. If you paid on the website
After paying, the plan screen shows Completing your subscription… while the payment is confirmed. If that takes longer, you see Your payment is being confirmed. There is no need to pay again: wait a few minutes and press Check again. If the app or the page was already open on another device, reload it.
3. If you paid in the App Store or Google Play
- On your phone, open Profile, then your plan.
- Below the plans, tap Restore purchases.
- Nothing to restore: the store account signed in on this phone has no active subscription. Check that you are signed in to the Apple Account or Google account you paid with.
- Linked to another account: the purchase belongs to another Vowly Event account. Sign in with that account to use Premium.
- Waiting for confirmation: the store has not confirmed the payment yet, for example while a family organiser approves it. Premium switches on when it goes through; do not buy again.
On the web, if your plan shows an App Store subscription with the wrong status, press Sync with App Store. Family Sharing is not supported: one store purchase works for one Vowly Event account. Your partner can join your events as a team member instead.
4. Premium is active, but something is still locked
- On someone else's event: the event uses its owner's Premium. Your own subscription does not unlock an event you are only on the team of; the owner needs to subscribe.
- During the free trial: downloading the QR code, inviting your team, exporting your data and choosing your own link address need a paid subscription. See free trial and Premium.
Still locked?
Write to us in the chat (Help and support in your profile) or at support@vowly.co. Tell us your account's email address, where you paid (website, App Store or Google Play), the date, and the order number from your receipt.
Frequently asked questions
Do I need to pay again on my computer or a new phone?
No. Sign in with the same account and Premium is there. On a new phone with a store subscription, you can also tap Restore purchases.
My partner paid, but my account is still locked. Why?
Premium belongs to the account that paid. If your partner owns the event, they can invite you to its team; if you own it, the subscription has to be on your account.
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Still need help?
Our support team is here for you.
Chat with us
Ask your question in the chat. A person from our team replies within one business day.
Email us
Write to us from your account’s email address and add a screenshot if you can.
support@vowly.co