Can't See Your Prepry Subscription?
If you paid but the app still shows limited access, or your access disappeared, this guide will get you sorted. Most cases resolve in under a minute once you know which situation you are in.
First, why this happens at all
Understanding this makes every step below make sense.
Your Prepry access can come from three different places:
A subscription you bought directly from us, billed by card
A subscription you bought through the App Store or Google Play
An institutional license provided by your school or program
Whichever one applies, the app has to match the account you are logged into with the record of what you paid for. Almost every access problem is that match failing, usually because the two are attached to different email addresses. Your access is not gone. The app is looking in the wrong place for it.
Step 1: Confirm which email you are logged in with
This is the single most common cause, so start here even if you are confident.
Open Settings in the app and look at the email on your account.
Compare it to the email on your purchase receipt.
If they differ, log out and log back in with the email from the receipt.
Watch for these near-misses. They catch people constantly:
A trailing number, like [email protected] versus [email protected]
A school address versus a personal address
Gmail versus iCloud versus Outlook for the same person
An Apple Hide My Email relay address (ends in @privaterelay.appleid.com) if you signed up with Apple
Step 2: Refresh your access
If you are on the right account and access still looks wrong, the app may be holding an old copy of your subscription status. Refresh it:
Log out and log back in. This re-checks your entitlements from scratch and fixes the majority of stale-access cases.
If you bought through the App Store or Google Play, use Restore Purchase in Settings.
Make sure the app is updated to the current version.
Step 3: Find your situation below
Your school or program provided your access
Institutional access is granted to a specific email address that your program submits to us, and it runs for a set term. Two things follow from that:
You must log in with the exact address your program submitted. If they gave us your school address, a personal address will not find it.
If your term has ended, access stops. Your program administrator is the one who can extend or renew it, since the license belongs to the institution rather than to your individual account.
If you believe your access should still be active, log out and back in first, then contact us and we will check the record.
Your subscription recently ended
Access continues through the end of the period you paid for, then stops. If a renewal payment failed, the card on file may have expired or been declined. You can update your payment method and restart from the billing portal below.
Your payment would not go through in the first place
If you tried to subscribe and the purchase kept failing, this is usually your bank or our payment processor declining the transaction as a precaution, not a problem with your Prepry account. It is common and it is not a judgment about you.
What to try:
Use a different card or payment method.
Confirm your billing address and country match the card.
Message us and ask for a direct checkout link. This routes around the in-app purchase screen and reliably works in these cases.
You may have created a second account
If you originally signed in one way (email and password) and later signed in another way (Sign in with Apple or Google), you can end up with two separate accounts. The subscription sits on one and you are looking at the other. Contact us with both addresses and we will merge them.
Step 4: Contact us and we will fix it
If none of the above resolves it, message us through the chat icon in the app. We can see your account on our side and correct it directly.
To get you an answer in one reply rather than several, include:
The email address you are logged in with
The email address on your receipt, if different
Where you purchased: directly from us, the App Store, Google Play, or through your school
A screenshot of what the app is showing you
You will not lose time you paid for. If access was interrupted through no fault of yours, tell us and we will make it right.
Related Articles
Manage your subscription: Visit billing.prepry.com to view, update, or cancel your plan. For further help, tap the chat icon to reach our support team.
Browse more help articles at help.prepry.com.