Troubleshooting Subscription Access and Billing Issues on the Mob App
If you're facing issues with subscription access or encountering unexpected billing prompts on the Mob app, follow this guide to resolve common problems effectively.
General Troubleshooting Steps
The following steps are recommended for most subscription-related access or billing issues:
Update the Mob App: Ensure you are using the latest version of the app. Outdated versions may cause service discrepancies.
Log Out and Log Back In: Refreshing your session can often resolve subscription status recognition issues. This applies whether you are unable to access premium features despite a valid subscription or if the app is prompting you to subscribe again.
If these steps don't address the issue, additional troubleshooting or manual account review might be necessary.
Addressing Specific Scenarios
1. Prompt to Subscribe Despite Active Membership
If you are a paid subscriber but the app is asking you to subscribe again:
Verify that you're logged into the account associated with your active subscription.
Use the general troubleshooting steps to update the app and refresh your account session.
Your membership should remain valid, and you can continue using premium features accordingly.
If these steps do not work - please proceed to speak to an agent
2. Access After Cancelling Payments or Subscriptions
After Cancelling your Premium Subscription: If you have processed a cancellation but your subscription is still active, you generally retain access until the end of the current subscription period. Use the general troubleshooting steps (log out and log in) if the account doesn't reflect your active subscription correctly.
Cancellation During Free Trial: Canceling during a free trial allows you to retain premium access until the trial concludes. Once the trial ends, access to premium content will automatically discontinue, and you will not be charged further.
Importance of Verifying Account Details
If you experience persistent issues even after applying the steps above:
Double-check that you are signed into the correct account associated with your subscription.
Ensure your payment details are up-to-date to avoid unintentional disruptions in service.
By following these steps, most users can promptly resolve their access and billing concerns with the Mob app - if you're still struggling please reach out to us for help.