You bought Individual Premium through the App Store on your iPad, Apple charged the card, and the app still says you are on the free plan. Apple processed the payment; the app just has not matched it to your account yet. One tap usually fixes it.
First, refresh your account
- In the app, open Settings and sign out.
- Close the app completely, then open it and sign in again.
- Check Settings. If it now shows Premium, you are done.
If it still shows the free plan, restore the purchase
- Open Settings and tap Buy Premium.
- Scroll to Already purchase subscription? and tap Restore here.
- Wait for Purchase restored successfully, then sign out, close the app, and sign in again.
Restore asks Apple for the subscription on the Apple ID signed in to the device and attaches it to your Education Walkthrough account. It only works on a device signed in with the Apple ID that made the purchase.
There is also a short walkthrough video of these steps.
Still not working?
- Confirm the subscription is active in your Apple subscriptions. If it is not there, Apple did not complete the purchase and no charge will stand.
- Make sure you are signing in to Education Walkthrough with the same account you used when you bought it. A second account with a different email will not see the subscription.
- submit a support ticket with the email on your account and the Apple receipt, and we will attach the subscription by hand.
Frequently asked questions
Q: I bought it on my iPad. Does it work on the web too?
A: Yes. Once the subscription is attached to your account, it applies everywhere you sign in.
Q: Where is my receipt?
A: App Store purchases are receipted by Apple. Look in your Apple account’s purchase history or the email Apple sent. For purchases made on the web, see How to Download a Receipt.
Q: How do I cancel?
A: App Store subscriptions are managed in your Apple subscriptions. See How to Cancel Your Subscription.
Q: My school bought licenses. Do I still need to buy Premium?
A: No. Ask your School Admin to assign you a seat from the school’s pool. Individual Premium is for people buying on their own.