I paid but the app says I don't have an active subscription
This almost always happens when you are logged in with a different account than the one you used to pay.
1.If a popup says there's already an active subscription on this device
This popup means that the App Store or Google Play account on this phone already has an active Loora subscription, but it belongs to a different Loora account. Usually that’s an older account of yours, or one you created with a different email or sign-in method.
- To use the subscription you already have: tap Log out, then sign in with the account you paid with, using the same method and email. Your subscription and progress are waiting there.
- To move the subscription to the account you’re using now: tap Restore purchases. Only the subscription moves. Your lesson history stays in the other account.
- To buy a new subscription: tap Log out.
2.Log out from Settings
You can also log out manually: go to Me tab → Settings, scroll down to the bottom, and tap Log out.
3.Go to Edit Profile
Go to Me tab → Settings, then tap Edit Profile.
4.Check which email you're signed in with
The email shown here is the account you're currently using. Compare it with the email on your receipt (Apple, Google Play, or help@paddle.com). If they are different, that is why your lessons aren't accessible.
5.Sign back in with the account you paid with
On the welcome screen, tap I already have an account, then sign in with the same method and the same email you used when you paid. Use Reset password if you don't remember it.
6.Still locked? Restore your purchase
Still locked? Try restoring your purchase. See How can I restore my purchase?.
Still having trouble?
If you don't know which email you paid with
Check your inbox for a receipt from Apple, Google Play, or Paddle (help@paddle.com) — the address it was sent to is your purchase email.
If you bought on our website
Sign in with the same method and email you used at checkout. If you paid with a Google or Apple account, sign in with Google or Apple. If onboarding hasn't finished, complete it after signing in. Your payment is valid — it just needs to connect to the right account.
If you never downloaded the app
Install Loora at loora.com (iPhone: Loora on the App Store), then tap I already have an account — don't create a new one. Sign in with the same method and email you used when you paid.
If you switched to a new phone
Your subscription follows your account, not the device — just sign in with the exact same email and method you used originally.
If it's still locked after signing in with the right email
Email support@loora.ai with: the email you log in with, the email you paid with if it is different, where you bought, and your transaction ID if you have it. Apple IDs start with M, Google Play IDs start with GPA., and website IDs start with txn_. We reply within 24 to 48 hours.
