I have an active Premium Subscription but my account shows the Free Version. What can I do?

If you change devices or log into your account again after some time and find yourself on a free account, this most likely means the subscription is connected to a different account with a different email.

Step 1: Check which account you're logged into

Go to Settings -> Account Settings and check the email address shown at the top. Compare this to the email you originally used to purchase Premium.

This mismatch often happens if you previously signed in with Apple Sign In and have since logged in with your email or Google Sign In instead (or vice versa).

If you signed up using Apple Sign In, also check whether you used Hide My Email (Apple Private Relay). This generates a random, forwarding email address that may not match what you expect to see, so if the email under Account Settings looks unfamiliar, this is likely why.

Step 2: If you're on the correct account and still see free

Try Restore Purchases from within the app first. This often resolves the issue without needing to contact support.

Step 3: If that doesn't help, contact us with the following

• A copy of your receipt. Where this comes from depends on how you purchased Premium:

  
  

  
  If you can't find the email, you can also check your purchase history directly in the App Store or Google Play app. We need to see the date, sum, currency, and subscription model.
• • Purchased via App Store: You'll receive a receipt by email from Apple (Apple Bill / App Store).
  • Purchased via Google Play: You'll receive a receipt by email from Google Play.
  • Purchased directly via our website: You'll receive a receipt by email from Adyen, our payment provider, sent to the email address you used at checkout.

• The email address registered under Settings -> Account Settings in the Lifesum app, on the account you are currently using, so we can upgrade the correct account.

Updated on: 13/10/2026