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Subscription issues

I subscribed, but the app says I'm on the free plan​

First try Restore Purchases — it's the small button under the subscribe button on the Pro paywall screen. It re-reads your subscription from your Apple ID and reactivates it with your Ember account. Use it whenever:

  • you reinstalled the app,
  • you're on a new device,
  • Pro just doesn't seem to be recognized.

If Restore says "No previous purchases were found for this Apple ID", you're signed into a different Apple ID than the one that purchased — check iPhone Settings → your name.

"This subscription is attached to another Ember account"​

A subscription belongs to one Ember account. If you see this, the purchase was made while signed into a different Ember account (or before you signed in, on a device profile that became its own account). Sign in with that account to use Pro — see Sign-in problems for finding the right email.

Pro on my iPhone, but the web shows free​

Pro status flows from Apple to your Ember account server-side, usually within seconds of purchase. On the web:

  1. Make sure you're signed in with the same email as on your iPhone.
  2. Reload the page (or sign out and back in) — the web picks up your tier on refresh; there's no live push.

Payment failed / Pro suddenly lapsed​

Apple handles billing. If a renewal charge fails, update your payment method in iPhone Settings → your name → Payment & Shipping, and manage the subscription under Subscriptions → Ember. There's a short grace period after a failed charge, but if billing isn't fixed, Pro lapses until payment succeeds.

Refunds and charges​

All charges are Apple transactions — request refunds through Apple's refund page, not through Ember. Canceling always happens in your Apple subscription settings: how to cancel.