1. Try these first (works for most issues)
Update the Mob app to the latest version
Log out completely and log back in
Make sure you're logging in with the same method you used to sign up (email, Apple sign-in, or Google sign-in)
2. "I'm being asked to subscribe again / pay again"
You're likely logging in with a different account or method than you used to sign up
If you signed up via Apple: check for a Private Relay email (Hide My Email) in your Apple receipts — use that email to log in
If you signed up via Instagram: you likely have a private relay email — check your Apple receipts
⚠️ Do not start a new subscription to regain access — you'll be charged twice. Follow the steps above first, then contact us if still stuck.
3. "I paid but Premium isn't showing in the app"
Update and log out/in first (see above)
There can be a short delay after payment while it processes — try again in a few minutes
Still not showing? Send us a message with a screenshot and we'll sort it
4. "It works on one device but not another"
Log out and back in on the device where it's not working
Make sure you're using the same login method on both devices
If you subscribed via the app, make sure you're logged into the same Apple ID or Google account on that device
5. "I cancelled / got a refund and now I've lost access"
If you cancelled: you keep access until the end of your current billing period — try logging out and back in if it's disappeared early
If you received a refund via Google Play: access may be revoked immediately — log out and back in to confirm
6. Still stuck? Contact us To help us investigate quickly, please have ready: your billing postcode, the email address you used to sign up, name on the payment method, and a screenshot of your payment receipt.