Most Plus/Pro purchases activate automatically, but sometimes there's a delay or something doesn't go through as expected. Here's how to troubleshoot it.
Before you troubleshoot, check these
Are you signed in to the same account you bought Plus/Pro with?
If you have multiple stats.fm accounts (for example, one connected to Spotify and one connected to Apple Music), make sure you're signed in to the account where you made the purchase. Plus/Pro is tied to a specific account, not all your accounts.
Is the email on your stats.fm account the same as the one tied to your App Store or Google Play purchase?
If they don't match, that's usually the reason the purchase isn't showing. Submit a ticket with both email addresses and we can help reconcile.
iOS (App Store)
Apple sometimes takes a couple of days to verify a purchase. If your Plus/Pro hasn't activated yet:
- Tap Restore purchases in the app — try this once a day for a few days
- Make sure you have an active internet connection when you try
If it's been a week and Plus/Pro still isn't activated, there are two paths forward:
- Try to purchase it again. Plus/Pro is a non-consumable in-app purchase, which means Apple won't charge you twice. If the purchase goes through, that means your previous one had failed. If it fails with a message saying "You already own this item, you'll receive it for free," your previous purchase actually went through and the issue is something else.
- Contact Apple Support at getsupport.apple.com to check the status of your purchase. We can't check this on our side.
Android (Google Play)
If you bought Plus/Pro on Android and don't have it yet, the most common reasons are:
- Your payment is still pending (this happens a lot with credit card purchases)
- The purchase failed
To check which:
- Try to purchase it again. Plus/Pro is a non-consumable in-app purchase, which means Google won't charge you twice. If the purchase goes through, your previous one had failed. If it fails with "You already own this item, you'll receive it for free," your previous purchase actually went through.
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Wait at least a day, then tap Restore purchases. If this still doesn't work, submit a ticket and we'll check the status of the order. Please include:
- Your Google order ID (you can find this in the email with your receipt — it starts with
GPA.) - The email address linked to your Google Play account
- A link to your stats.fm or Spotify profile
- Your Google order ID (you can find this in the email with your receipt — it starts with
I purchased Pro but I already had Plus — what's going on?
Plus and Pro are the same product on stats.fm — same features, same access. If you already had Plus and then purchased Pro, that's a duplicate purchase and you've been charged twice for the same thing. This shouldn't happen, and we're sorry it did.
If this is your situation, submit a ticket with:
- Your stats.fm username
- Order IDs for both purchases (Plus and Pro)
- Proof of purchase (the receipt emails)
We'll restore your Plus/Pro access and start the refund process for the duplicate purchase. Refunds on App Store and Google Play go through Apple and Google respectively, which can take some time, but we'll guide you through it.
I had lifetime Plus/Pro and it disappeared from my account
This usually isn't an actual loss of your purchase — it's most often a sync issue between the app and the payment platform. Try the troubleshooting steps above for your platform (iOS or Android), starting with Restore purchases.
If none of those work, submit a ticket with your order ID and proof of purchase, and we'll restore your access.