The most common reason for subscription issues is a mismatch between the email address used for payment and the one used to log into the app. If you are experiencing problems with your subscription, please:
Check the email your receipt was sent to.
Ensure you're logging into the app with that same email.
If that doesn’t resolve the issue, try the following steps:
Restart your device: This can clear temporary glitches and reestablish your session.
Update the app: Make sure you're using the latest version. Head to the App Store or Google Play to check for updates.
Clear app cache (Android only): Go to your device settings > Apps > [App Name] > Storage, then tap "Clear Cache."
Important: Do not uninstall the app unless advised by our team. We do not currently support data sync or recovery, so uninstalling may permanently erase your progress. Learn more.
If you need additional support, please email us at feedback@illumeapps.com or submit a ticket.
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