I can't use the Pro features even though I'm already subscribed. What should I do?

Support
Support
  • Updated
  • Google Play Store

    If you’re experiencing issues when using the Pro features in the app even though you have an active subscription, we recommend trying the following to troubleshoot the issue:
      1. Reboot your device.
      2. Confirm that you’re signed into the Google Play account with the Alight Motion subscription. Go to Google Play > tap your profile on the top-right corner of the screen > Payments and Subscriptions > Subscriptions.
        • If you’re signed into multiple Google Play accounts, sign out of the other accounts that don't have the Alight Motion subscription. Being signed into multiple accounts can sometimes cause subscriptions not to register correctly.
        • If you don't see Alight Motion in the subscriptions list, we recommend contacting Google Play Support.
      3. Refresh My Account. Open the app > open My Account from the top right corner of the screen > tap the three vertical dots on the top-right corner > tap Refresh.
      4. Update Google Play & Google Play services on your Settings app.

     

    If you still need help, you’re welcome to Submit a request from the top of this page. We recommend including the following information:

    • The order number of the subscription purchase. This can be found in your email receipts/invoices from Google Play.
    • The email address of the Google Play account used to subscribe to Alight Motion.
    • A screenshot of the My Account screen from Alight Motion: open the app > open My Account from the top right corner of the screen > take a screenshot.

     

  • Apple App Store

    If you’re experiencing issues when using the Pro features in the app even though you have an active subscription, we recommend following these steps to troubleshoot the issue:

    1. Reboot your device
    2. On the Settings app, make sure that you’re signed in with the Apple ID used to subscribe to Alight Motion
    3. Open Alight Motion > open My Account from the top right corner of the screen
    4. Tap the three vertical dots on the top-right corner > tap Refresh

    At this point, you should be able to see the subscription details and enjoy its benefits.

     

    If you still need help, you’re welcome to Submit a request from the top of this page. We recommend including the following information:

    • A screenshot showing your subscription information: go to the Settings app on the device > tap your name > Subscriptions > Alight Motion > take a screenshot.
    • A screenshot of the My Account screen from Alight Motion: open the app > open My Account from the top right corner of the screen > take a screenshot.
    • A screenshot or a screen recording that could show your experience.

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