The app cannot find my subscription

📱 Android

To find your subscription:

1. Check that the app is up to date: open the Play Store app and search for Visorando in the search bar. If Update is displayed next to the app name, tap the button. Otherwise, proceed to step 2
2. Open the Visorando app
   • If we ask you to log in via a Log in button, it means that you are not logged in. To do so, tap this button, enter your email address and password, then tap Log in
   • If you are already logged in, your email address or username will appear in the top left corner when you tap Menu
3. Once logged in, tap Menu > Visorando Premium, then tap the Summary tab to check that your subscription is displayed

If your subscription still does not appear:

• Check whether the purchase was linked to another Visorando account created with a different email address. To do this, log in to your other accounts and try to access a paid feature
• If you have changed your credit card or bank account since your last subscription and you opted for automatic renewal, the renewal has probably failed
  • If the purchase was made through the Play Store: update your bank details via the store
  • If the purchase was made through the website: contact support to update your credit card details
• If you have changed your phone (from an Apple device to an Android device): a subscription purchased via the App Store cannot be used with an Android device. You will need to request a refund from Apple and then purchase a new subscription from your new Android smartphone

📱iOS

To find your subscription:

1. Check that the app is up to date: open the App Store and search for Visorando in the search bar. If Update is displayed next to the app name, tap the button. Otherwise, proceed to step 2
2. Open the Visorando app
   • If we ask you to log in via a Log in button, it means that you are not logged in. To do so, tap this button, enter your email address/username and password, then tap Log in
   • If you are already logged in, Welcome (followed by your username if you chose one on the website) will appear in the top left corner when you tap Menu
3. Once logged in, tap Menu in the top left corner of the screen, then tap Visorando Premium
4. Tap the Summary tab, then tap Recover my purchases

If your subscription still does not appear:

• Make sure that the purchase was made from the correct user account: to do this, compare the email address where you received the order confirmation with the email address of the account you are trying to recover this purchase from. This is the main reason for failure when attempting to recover a subscription
• If you have changed your credit card or bank account since your last subscription and you opted for automatic renewal, the renewal will likely have failed.
  • If the purchase was made from the App Store: update your bank details
  • If the purchase was made from the website: cancel the renewal and then take out a new subscription with your new credit card
• If you have changed your phone (for example, from an Android device to an Apple device): a subscription purchased via the Play Store cannot be used with an iOS device. You will need to request a refund using our contact form, then purchase a new subscription from your iPhone