I paid for Plus but the app still shows the free plan

Tavala Plus belongs to your Tavala account. After a store or Stripe confirms your payment, Tavala's server decides the plan and the app reads it. The plan card in Settings can lag by a minute. It stays on "Free plan" when you are signed in to a different account than the one you bought with, when you are a guest, when the device is not syncing, or when you bought a Group pass or a bank connection instead of Plus.

Why it happens

• The payment is still being confirmed. After a purchase the store only says the payment went through. The app then asks Tavala's server for the plan. You may see "Payment received. Plus turns on in a moment." That moment is usually under a minute.
• You are signed in to a different account. Plus is attached to the account you were signed in to when you bought it. A second account on the same phone, or a different email, shows the free plan.
• You are a guest. Plus cannot be bought or held without an account. A guest sees "Plus is bought on an account. Create a free account first; your data comes with you."
• The device is not synced. The plan reaches your device with sync. If the device is offline or shows "Sync problem", the card can show the old plan. See my changes are not showing on my other device.
• The purchase did not complete. The sheet shows the reason inside it: "The purchase did not go through.", "The store could not complete the purchase." or "This plan is not on sale in your store yet." On the web, "Checkout canceled. Nothing was charged." means no payment was taken.
• You bought something else. A Group pass opens one space to 6 people for 60 days and does not turn on Plus for you. A bank connection is an add-on to Plus. See the Group pass and the bank connection add-on.
• Someone else's Plus covers a space you are in. Inside a space whose owner has Plus, you get what that space allows, but your own plan card keeps saying "Free plan" until you have Plus yourself.
• The subscription ended. The plan card then shows the free plan, and the store or Stripe shows the subscription as ended or cancelled. See cancel Tavala Plus.

What to do

1. Open Settings. On a phone, tap the round person icon at the top right. On an iPad or a Mac, choose Settings at the foot of the rail or the sidebar. Read the email on the top card, and the plan card below it: "Tavala Plus" or "Free plan". If it says Guest, tap Sign in and use the account you bought with.
2. Check the email is the account you were signed in to when you bought. If not, sign out and sign in to the right one. Sign out only after the sync status shows "Synced". See sign out.
3. Wait a minute, keep the app open on a connection, and look at the plan card again.
4. Tap Restore purchases on the plan card. It reads "Restoring..." while it works. Tavala asks the store, then asks its server for the plan. You may see "Purchases restored.", "Payment received. Plus turns on in a moment." or "Couldn't restore purchases.". See restore a purchase on a new device.
5. Check the plan card again. "Purchases restored." can appear even when no purchase was found, so trust the card: it should say "Tavala Plus", with a line such as "Billed through the App Store", "Billed through Google Play" or "Billed on tavala.io", and "Renews on" a date.
6. If you bought on the web, return to Tavala after checkout. It opens "Welcome to Tavala Plus", or "Payment received" while Plus switches on. If you saw "Checkout canceled. Nothing was charged.", start again from Get Plus.
7. Open your App Store or Google Play subscriptions (the plan card's Manage button does this once Plus is on) and check that the subscription is active and that the charge went to the store account you expected.
8. If you bought a Group pass, open Spaces (the space name at the top of Home, then Manage & share spaces). A bought pass that was not applied shows "You have a Group pass to use" with Open this space with it.

If that did not help

Write to us from SettingsAboutContact support (see contact support). Include the email of your Tavala account, where you paid (App Store, Google Play or tavala.io), the date and the store's receipt or order number, a screenshot of the plan card, and the exact message you saw. Do not send card numbers.