If you're paying but the app acts like you have no subscription:

## 1. Restore purchases

**Profile → Subscription → Restore purchases**, and confirm with the store
account that bought it. See [Restoring purchases](../subscription/restore-purchases.md).

## 2. Check the store account

You must be signed in to the **same Apple ID or Google account** that made the
purchase. A subscription can't move between Apple and Google.

## 3. Give it a moment

Eazymoov re-checks your subscription every time the app comes to the foreground.
Close the app fully and reopen it, then wait a few seconds.

## 4. Check the subscription is actually active

- **iPhone:** Settings → your name → Subscriptions.
- **Android:** Play Store → Payments & subscriptions → Subscriptions.

If it shows as expired or cancelled, that's why the app doesn't unlock it.

## 5. Trial just ended?

If your free trial converted and the payment failed (e.g. expired card), the
store marks the subscription as on hold. Fix the payment method in your store and
it reactivates.

## Still stuck?

[Contact support](../account-privacy/contact-support.md) with the email on your
account and your store receipt.