Why can’t I use the Members-only features despite having paid for a subscription?

  • Updated

There are a few possible reasons why you may be experiencing issues with using the Members-only features in Alight Motion. If you are not logged in with the correct Alight Motion account, you may not be able to export your project as Project Package or use the Members-only effects in the app.

Please make sure that you are logged in to the correct Alight Motion account! This should allow you to continue using the Members-only features and effects in the app.

If you’re experiencing this issue even after logging in, please contact us at support@alightmotion.com and send us the following information:

  1. A screenshot of the About screen. You can access this screen in the App Settings when you first open the app. It will have the Alight Motion logo at the top and information at the bottom about your device and the app.
  2. A screenshot of the My Account screen. To access this, you can tap the profile icon on the top right of your screen when you first open the app.
  3. Screenshots or screen recordings that can help us determine the exact cause of the issue, including any error message you may have received.

This information will allow us to understand the issue you’re experiencing in more detail. Please also make sure to reply to any auto responses you may receive, and carefully follow instructions from our support team, so that we can address your concerns! Our normal response time is 1 to 3 business days, due to the volume of tickets we receive, but may be longer during the holiday season (our support team follows Korean and Indonesian public holidays).

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