Make sure you are logging in with the same email and password you set up during registration and payment. This will be the email on which you’ve received the registration and/or payment confirmation.
NOTE: If you're signing in for the first time since August 9, 2021, you may need to reset your password.
TROUBLESHOOTING ON DESKTOP
If you are sure you are using the correct account and are logged in, try the following:
- Refresh your browser page.
- Make sure you are not using a VPN.
- Clear your browser’s cache and cookies. Here are instructions.
- Access the website via private/incognito mode. Here is how to do it.
- Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
- Try using a different device.
- Try using a different network like another WiFi connection, 4G or a Hotspot.
TROUBLESHOOTING IN THE APPS
If you are sure you are using the correct account and are logged in, try the following:
- Close the app all the way and re-open the app
- Go to the app store and verify there isn't an update available
- Login on your phone and verify if you see the purchase on there
PERFORMING THE STRONG CUSTOMER AUTHENTICATION (EU ONLY)
For EU payments, our system supports SCA (Strong Customer Authentication). This means that after completing a payment on the paywall screen, you will sometimes be prompted to confirm that payment with your bank before it can be marked as successful.
By default, you will be asked to perform the SCA right after you complete the payment on the paywall.
However, if this wasn’t the case, just follow these steps to complete the authentication:
- Go to your Inbox (or Spam/Trash folders).
- You will find an email with the subject Payment Authentication Required. Open it.*
- Click the Confirm Payment button.
- You will be redirected to your bank’s chosen method of authentication.
- Follow your bank’s instructions and complete the SCA.
Once you’re done, your payment will be confirmed in our system and you will have access to your content.
*If you cannot find the Payment Authentication Required email, go ahead and make a new payment, completing the SCA right afterwards. This doesn’t mean you will have to pay twice, since your original payment was never actually processed due to the SCA not having been completed.