In this article, we explain what to do if you have paid for a Photoroom subscription but the app does not recognise your subscription. If this happens, you will likely experience some of these:
The store you used for payment will show you have an active subscription
Photoroom may or may not recognise your subscription
You can't access features that should be available with your subscription
The label for your Photoroom account may show the wrong type of subscription, for example, it may show Get Pro when you have already bought a Pro subscription.
We'll show you how to get past these issues.
To investigate, you'll need to know how you paid for your Photoroom subscription. This is either through:
Your Apple account on the App Store
Your Google account on the Play Store
The Stripe payment service that we use to process Web App subscriptions.
Apple App Store
To restore a subscription that you purchased on the App Store:
(Video shows Photoroom on iPhone)
Make sure your Apple device is set to use the same email address that you used to purchase your Photoroom subscription.
On your Apple device, select Settings, and then your name, and then Subscriptions.
Alternatively, try the following link:If you have paid for Photoroom from your Apple account, you should see an active subscription.
If you don't see an active subscription, try following the instructions for Android or the Web App. You may find you made the payment from there instead.
Run the Photoroom app on the same device.
Select the Space that should have the subscription.
Select Content and log in.
Select the label for your account, for example, the Get Pro label.
Select the Need Help or already purchased? link. It is shown at the bottom.
Select Already Paid?.
Photoroom will check to see if the App Store account on your device has a paid subscription:
If Photoroom finds a subscription, it resets and restores your account. You should now be able to use the features you have paid for. If you still don't have access, restart the Photoroom app and log in. If you don't have access after restarting, contact support.
If Photoroom does not find your subscription, please contact support.
Google Play Store
To restore a subscription that you purchased on the Google Play Store:
Make sure your Android device is set to use the same email address that you used to purchase your Photoroom subscription.
On your Android device:
Open the Settings app.
Select Google.
Select Manage your Google Account.
Select Payments & subscriptions.
Select Subscriptions.
If you have paid for Photoroom from the Play Store, you should see an active subscription.
If you don't see an active subscription, try following the instructions for App Store or the Web App. You may find you made the payment from there instead.
Run the Photoroom app on the same device and log in.
Select the Space that should have the subscription.
Select the label for your account, for example, the Get Pro label.
Select the Restore purchase link. It is shown at the bottom.
Note: If you see a Need Help or already purchased? link, select that instead.
Photoroom will check to see if the Play Store account on your device has a paid subscription:
If Photoroom finds a subscription, it resets and restores your account. You should now be able to use the features you have paid for. If you still don't have access, restart the Photoroom app and log in. If you don't have access after restarting, contact support.
If Photoroom does not find your subscription, please contact support.
Web App
If you have subscribed from the Web App:
Select the Space menu and then select Your profile.
Select Your billing and make sure you're currently subscribed.
If you are subscribed, but cannot access the Pro features, please contact support.