Find the purchase channel
Check the receipt and whether the purchase is active, pending, expired or refunded. Use the original purchasing account. A canceled renewal can still have time remaining; a pending payment is not a completed purchase. Do not buy another plan just to troubleshoot access.
App Store purchase
- Check that the device uses the Apple Account that made the purchase.
- Open Authenticator and use Restore Purchases in Settings or the purchase screen where offered.
- Stay connected while restoration finishes, then reopen the feature. Restart the app or device if necessary.
Google Play purchase
- Open Google Play with the Google Account that purchased the plan. Check Payments & subscriptions for the subscription and completed order.
- Reopen Authenticator with an internet connection. Use Restore Purchases where the app offers it.
- If access still does not refresh, close and reopen the app, then restart the device if needed. Do not clear app storage or uninstall while your codes have no verified backup.
Website purchase
Sign in using the email used for the website purchase and check Subscription. Use that website account in the app’s account sign-in flow where offered, then refresh or reopen the app. The account used for code backups can be different from the purchasing account. If the plan is active on the website but unavailable on your device, ask support to check access; do not purchase a second store subscription.
Still locked out of Premium?
Contact support with the platform, app version, purchase channel, status and receipt/order reference. Remove unrelated personal and payment information. Never send a full card number, security code, password or authenticator export. Restoring a purchase restores eligible paid access, not missing code entries.