Premium is locked even though I subscribed (account mismatch)

Nutrola Premium is bound to the Nutrola (login) account that was active when you subscribed, not just your App Store or Google Play account. Access only unlocks while you are signed into that same account, so signing into a different account, or being signed out, will keep showing the paywall. Sign back into your original Nutrola account to restore Premium.

Why does this happen?

When you subscribe, Nutrola links the purchase to your Nutrola user account (the login you created with email, Apple, or Google). The app then checks that the active subscription belongs to the account you are currently signed into before it unlocks Premium. If those do not match, Nutrola treats the account as not subscribed and shows the paywall, even though your store account was charged.

This usually means one of the following:

• You created or signed into a different Nutrola account (for example, you signed up with email the first time and later used "Sign In with Apple", which made a separate account).
• You are signed out, or were asked to onboard again, so the app has no account to match the subscription to.
• You subscribed on one login and are now using another on the same phone.

How do I fix it?

1. Open Nutrola and, if you are on the paywall or onboarding, look for the option to sign in (for example Sign In, or "Already have an account?").
2. Sign in with the exact same method (email, Apple, or Google) you used when you first subscribed. The account that was charged is the one that holds Premium.
3. Once you are on the original Nutrola account, your Premium access should appear automatically.

If you are not sure which login you originally used, try each sign-in method you have (Apple, Google, or your email) to find the account that unlocks Premium.

What if signing in still shows the paywall?

Use the Restore Purchases button on the paywall to re-sync your purchase with your current Nutrola account.

• iOS (App Store): Restore only works when the store purchase matches the Nutrola account you are signed into. If they do not match, restoring will not unlock Premium, which is the app's way of protecting each account's purchase. Make sure you are signed into the correct Nutrola account first, and that your iPhone is signed into the Apple ID that was charged.
• Android (Google Play): On Android, tapping Restore also reconfigures and re-syncs your Google Play purchases with your current Nutrola account, which can clear a stale session. Make sure your phone is signed into the Google account that paid, then tap Restore again.

See Where is the Restore Purchases button? for a full walkthrough of the Restore button, and Restore Nutrola Premium on a new device for restoring after reinstalling or switching phones.

I'm sure I'm on the right account but it still won't unlock

A few other things to check:

• If you just subscribed on Android and it has not unlocked, give it a moment and tap Restore Purchases, since Google Play transactions sometimes need to be synced first. See I paid on Android but Premium didn't unlock right away.
• Confirm you are not being charged on one account while signed into another. See I was charged after cancelling if you think a cancelled or duplicate subscription is involved.
• If you have two Nutrola accounts and want to move forward on one, note that a subscription cannot be moved between Nutrola accounts by support; you need to sign into the account that holds it.

Can support move my subscription to the right account?

No. Our in-app support assistant cannot change your billing, move a subscription between accounts, or unlock Premium manually. The fix is always to sign into the Nutrola account that was active when you paid. See What happens when I ask to talk to a human in support chat and Can Nutrola support cancel my subscription or issue a refund? for what support can and cannot do.

If you genuinely cannot get back into your original account, see Trouble signing in and "Account not found" when signing in with your email code.

Still need help? In the app, open Profile/Settings → Support & Legal → Contact us to chat with our support assistant, or email us at support@nutrola.app.