Subscription not working

I paid for a subscription 5 days ago, the money has been taken out of my account, I have received a subscription confirmation from Apple and on my App Store it says I am subscribed but nothing has unlocked in the app itself and it keeps telling me I need to subscribe to unlock the courses.

I have emailed Apple and Memrise with useless troubleshooting responses which do not work. How do I get my subscription to ‘work’ in the app? Or else I would like my money back.

Very unimpressed.

Hi,

Thanks for letting us know. Sorry to hear that.

Can you please try the following steps:

  • First of all, please ensure you are logged in on Apple App Store with the same Apple ID you used to make the purchase
  • In the Memrise App (iOS), tap the :star: ‘Plans’ tab
  • Scroll to the bottom of that page
  • Click ‘Restore Purchase’ at the bottom (not on ‘Subscribe now’)

That should activate your membership.

Please also note: Apple do not support family sharing of in-app purchases at this time, as you can read in the articles below:

If you purchased a membership on another profile with your Apple ID and you are trying to activate it on a new profile under the family sharing plan, please note that your subscription will not be activated.

If the issue persists after ensuring all of the above, please simply reply to the email you have received from us, and we’ll investigate further.

Best wishes,
Memrise team.

It is still not working.

Hi @erinleahsankey, sorry to hear that. Can you please reply to the email you have received on your email address associated with Memrise and send us any further details there (e.g. any error message you receive, the device and OS you’re using)? We’ll be able to help you quicker.

We look forward to your response.

Good day ,

This is absolutely unacceptable, all these steps which you guys have told us to do are not working , I would like a full refund ASAP !

If this is not possible please can you put me through to someone who I can actually speak to over the phone in order to help me !

Hi @erinleahsankey, once again, we’re sorry to hear these steps are not working for you. Please note that in order for us to investigate further we will need more information, as described above. We could also activate the membership manually, but we will need a proof of purchase. I’ll send you a DM so you can share this information privately.

Please note that since you signed up via Apple/iTunes (iOS), you will need to get in touch with Apple directly if you wish to request a refund (unfortunately Apple do not allow developers to access the refunds system) - https://support.apple.com/en-gb/HT204084

https://getsupport.apple.com

Best wishes,
Memrise team.

Hi,

This is the email address I use for Memrise.
iPhone 8 Plus, IOS.

Keeps telling me to subscribe in order to unlock the courses but I’ve already subscribed.
If I try subscribe again it says ‘Purchase Failed Please Try Again. But the money is out of my account and I have a Tax invoice and subscription confirmation from Apple.

Thanks for the info. It sounds like you are trying to subscribe again, instead of restoring your existing purchase. Can you please ensure you tap ’Restore purchases’ at the bottom? This should activate your membership. See screenshot below:

Please let us know if this works.