Upgrading to a subscription should give you instant access to the purchased features. However, if your account still shows as "Free," there are a few steps you can take to resolve this issue. Follow the guide below to ensure your account is updated correctly.
1. Verify Your Login Mode
Ensure you are logging into Moises using the same method you used to upgrade your account. Many users mistakenly use one email address to make the payment and another to log in. Double-check your login credentials and make sure they match the details associated with your purchase. For example, iOS users frequently create an account through the Apple easy access button and later on access Moises through a different email/login mode, which shows the account as Free. However, upon logging into Moises using the correct login mode, you can see the account has been properly upgraded.
2. Allow Time for Payment Processing
Sometimes, payments may take a little while to process. If you’ve recently upgraded, we recommend waiting from a few minutes to a few hours before trying to access your purchased features.
3. Log Out and Log Back In
Occasionally, the system might not update your account automatically after the payment is processed. Logging out of your account and then logging back in can refresh your account status and resolve the issue.
Additional Tips to Ensure a Smooth Resolution
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Check for Payment Confirmation: Make sure you’ve received a payment confirmation email. If you haven’t, there’s a chance the transaction didn’t go through. Verify your payment method and try again if necessary.
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Verify the Payment Email: If you used a third-party service like PayPal or Apple Pay, check the email associated with that account. This is often the email linked to your subscription.
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Inspect for Typos: A simple typo in your email during registration or payment could cause issues. If you suspect this might be the case, contact customer support with the details of your transaction.
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Clear Cache and Cookies: Sometimes, browser or app data can interfere with loading your updated account information. Clear your cache and cookies, then log in again.
When to Contact Support
If you’ve followed these steps and your account still hasn’t been updated, reach out to our support team. Provide the following information to expedite the resolution process:
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The email address you used for the payment.
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A screenshot or receipt of your payment confirmation. Here's an article on how to find your Receipt Number.
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The login method you used (e.g., Google, Apple, Facebook, or email/password) if you remember it.