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You can't complete a purchase

Subscriptions are processed by the App Store or Google Play, not by the app itself - so most purchase errors come from the store side. Find your error below.

"The item you were attempting to purchase could not be found"

A Google Play error. Usually your app version is out of date, or Google Play is having a temporary problem.

  • Update the app to the latest version from Google Play

  • Clear the Google Play Store cache - open your phone's Settings > Apps > Google Play Store > Storage > Clear cache

  • Restart your phone and try again

If it keeps happening, you may have an older version of the app that's being phased out. Contact our support team, and we'll point you to the right one.

Payment declined or failed

This is almost always your payment method rather than the app.

  • Check that a valid payment method is set up in your Apple Account or Google account

  • Check you have enough funds

  • Update your payment details - see how to change your payment method

  • Try a different payment method

"You already own this item"

Apple or Google has found an active subscription for the app already - possibly from an earlier purchase or on another account.

  • Check for an active subscription: on iPhone or iPad, Settings > your name > Subscriptions; on Android, Google Play Store > profile icon > Payments & subscriptions > Subscriptions

  • If one is listed, restart the app so it picks it up

  • If it's on a different Apple Account or Google account, sign in to your device with that account

The app keeps asking you to subscribe or renew

Still stuck?

Contact our support team and include:

  • The exact error message, ideally as a screenshot

  • What you did just before it appeared - for example, Settings > Subscription > Premium > Buy

  • Your login email address

  • Whether you're on iPhone, iPad or Android

Didn't find what you were looking for? Contact our support team, and we'll sort it out for you.

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