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I have started a subscription, but I cannot see it in the app

Did you start a subscription via Google Play or Apple, but was this subscription not activated in our app? Then, first and foremost, we recommend clicking on “restore purchase” on the subscription card in the app. This way our app will get the chance to request a new status from the App Store/Google Play store. When we receive a message from the App Store/Google Play that your subscription is active, it will automatically be activated in the app.

Did “restore purchase” not help? Email your confirmation email from Google Play or Apple to hello@start2run.app and we will be happy to help you.

Check your payment option in the App Store/Google Play

It is possible that you had a subscription, but it was cancelled after a few days without you doing anything. If you did not take any action, it was cancelled by the Google Play or App Store itself. This is the case 99% of the time because payment did not go through. The reason may be an expired credit card or, for example, a payment method that could not be accessed by an intermediary. We cannot see the payment method that you choose (this is only visible in the Google Play or App Store), but this is sometimes an issue with PayPal, for example, because they allow payment initially before carrying out a verification check. Please contact PayPal in this case to request support.

It is also possible that, for example, a credit card payment could not go through because the card had expired, the limit was reached, etc. You will probably have received an email with 7 days to rectify this.

Did you pay through your bank? There may be a delay between your bank (or chosen payment method) and the app store. It will only receive a confirmation that the amount has been released after some time (especially if you pay via a bank account and not via, for example, a credit card).

Have you opted for payment by ‘credit’? The procedure is often unclear via online payment. Payment for your credit does not automatically go to our app. After creating the credit, you also have to take out the effective subscription and pay with that credit.

How do I manage my subscriptions?

Apple: https://support.apple.com/en-gb/HT202039

Google: https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en