Troubleshooting: Why is My Mob Premium Subscription Not Being Recognized or Prompting Me to Pay Again?
If your Mob premium subscription is not being recognized or you are being asked to pay again despite having an active membership, try the following comprehensive troubleshooting steps.
General Steps to Resolve Subscription Access Issues
1. Update and Re-login
Ensure your Mob app is updated to the latest version on every device you use.
After updating, log out of your account and log back in. This action often resolves most subscription recognition issues.
2. Verify Your Login Credentials
Confirm that you are logging in with the exact email address associated with your subscription purchase. Variations like using a Google login instead of email and password can create mismatches.
Additionally, if you used Apple’s “Hide My Email” feature, check your Apple receipts to find the actual email associated with your subscription and use it to log in. If you signed up via Instagram it is likely you are using a hidden email, please look for your private relay email to log in.
3. Uninstall and Reinstall the App
Uninstall the Mob app and reinstall it from your device’s app store but do not delete your account in the app - this is not the same thing as uninstalling the app and will instead delete all of your data.
After reinstallation, log in manually with your subscription-linked credentials and ensure the app syncs with your premium status.
Platform-Specific Subscription Troubleshooting
1. Apple or Google Account Issues
If you subscribed through Apple or Google, ensure your device is logged in with the same account used for the purchase.
Do not start an additional web subscription to gain access, this will charge you twice. Instead, if the troubleshooting steps don't work, request to speak to an agent.
2. Subscriptions Across Platforms
If you purchased your subscription via the Android app but face issues on the Mob website, log out and back in on each platform to sync your subscription.
For persistent issues, try deleting and reinstalling the app or clearing the browser cookies and cache for Mob’s website.
Addressing Issues with Saved Recipes or Content Access
1. Accessing Saved Recipes
If your saved recipes or other premium features are inaccessible, follow the general steps above: update the app, log out, and log back in.
Ensure you are logged into the correct account that originally saved the recipes.
2. Resolving Lost Access to Premium Features
As a last resort, reset your password via the Mob website and ensure the reset link is used (check spam/junk if necessary).
If reset links don’t work, contact support with your billing details to expedite account restoration.
Payment Verification and Subscription Renewal Problems
1. Verifying Payment Details
Check the payment receipts from your email or the platform (Apple, Google, or directly through Mob). Ensure these match the email address linked to your subscription.
Send a screenshot or confirmation of payment to the Mob support team for further investigation if discrepancies arise.
2. Addressing Double Charges or Renewals at Incorrect Pricing
If you notice duplicate charges across platforms or find incorrect subscription pricing, clear cached app data and re-log in.
Renewals may need manual syncing by updating payment information to reflect accurate billing.
When to Contact Support
If you’ve tried the above steps and your subscription is still not recognized:
Prepare the following details for Mob support: - Billing postcode - Email address used for the subscription - Name on the payment method/card - Screenshots of payment receipts or subscriptions from platforms like Apple or Google
Support will investigate your case further, manually reactivate your subscription if needed, and ensure access to premium features is restored.
Remember to always log out and log back in after implementing any troubleshooting steps to ensure your changes take effect.