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.
Step 1. Find which email received your receipt
Search your inbox for:
- Apple: "Your invoice from Apple"
- Google Play: "Receipt from Google Play"
- Website: email from help@paddle.com
The email that received the receipt is your login email. Even a small difference — a missing dot, an extra character — can cause a mismatch. Check carefully.
Step 2. Log in with the account that has the subscription
If you are already logged in but do not see your plan:
- Go to Profile → Settings → Log Out
- Tap I already have an account
- Log in with the same method you used when you purchased — email, Google, or Apple
If you have not downloaded the app yet:
- Download Loora at loora.com
- Tap I already have an account, not the option to sign up
- Log in with the same method and the same email address you used when you purchased
- Do not create a new account and do not pay again
Step 3. Try Restore Purchase
If you are using the right account but still do not see your subscription:
- Go to Profile → Settings → Edit profile
- Check that the email address shown on your profile is the same one that received your receipt
- Tap Restore Purchase
If you bought on our website (Paddle) — very important
Use exactly the same sign-in method you used at checkout on the website.
If you created your account there with Google or Apple, keep using "Sign in with Google" or "Sign in with Apple" in the app. If you signed up with an email address, use "Sign in with email" and enter the exact address from your Paddle receipt.
Using a different method creates a new empty account, and your subscription will not be found there. If you signed up with email and do not have a password yet, set one at loora.com/password/student.
Didn't find your answer? We are happy to help. Contact us at contact.us@loora.ai or through the app: Settings → Support → Contact Support. We reply within 24–48 hours.
