Common payment problems
If something seems wrong with your payment, it usually falls into one of these situations:
your payment failed
your purchase is still pending
you were charged but Premium did not unlock
you think you were charged twice
the wrong account or platform was used
your bank approved the payment, but the subscription did not fully process
First, check where you subscribed
Accentify purchases are managed by the platform you used to subscribe.
Apple (iOS)
Payments are managed by Apple. You may need to update your payment method in your Apple ID settings.
Google Play (Android)
Payments are handled through Google Play. Check your payment methods in the Play Store.
Web (Stripe)
If you subscribed through our website, contact us at whatsup@accentify.co.uk and we’ll sort it.
If your payment failed
Payments can fail for reasons such as:
insufficient funds
card issues
an expired card
billing details that do not match
platform-side payment problems
temporary bank security checks
In most cases, you’ll need to update your payment method through the same platform you used to subscribe.
If your payment is pending
Sometimes a payment may appear as pending for a short time before it fully completes or disappears.
This can happen because:
your bank is still processing the payment
Apple or Google Play has not finished confirming it
the payment was authorised but not fully captured
there was a temporary delay between billing and account access
If the payment is still pending, it may be best to wait a little before trying again.
If you were charged but Premium did not unlock
First, make sure you are signed into the correct Accentify account.
Then check whether:
the purchase was made on a different Apple ID or Google account
the payment went through on a different platform
the purchase needs to be restored
there was a delay syncing your subscription
If needed, try restoring purchases inside the app.
You can also compare the email used for the purchase with the account you are currently using in Accentify.
If you think you were charged twice
Before assuming it was a duplicate charge, check whether:
one charge is pending and the other completed
you have both a subscription and a separate purchase
you subscribed more than once on different platforms
one charge belongs to another Accentify account
If two completed charges really were taken for the same thing, follow the support route for the platform that billed you.
If you used the wrong account or platform
This happens more often than people expect.
You may have:
more than one Apple ID or Google account
more than one Accentify account
an older subscription on one platform and a newer one on another
If you cannot find your purchase, the issue is often that it was made somewhere else.
What to do based on where you paid
Apple
Check your Apple subscription settings and billing history.
If the payment issue is with billing, refunds, or a missing charge, Apple support is usually the correct place to contact.
Google Play
Check your Google Play subscriptions and order history.
If the issue is with billing, refunds, or payment processing, Google Play support is usually the correct place to contact.
Web (Stripe)
If you paid through the Accentify website, email whatsup@accentify.co.uk and include:
the email used for the purchase
the date of the payment
the amount charged
what went wrong
any screenshots or receipts you have
We’ll review it with you.
A simple rule
If the payment problem is about the actual transaction, the billing platform usually controls it.
If the payment went through but your Accentify access looks wrong, we can help you investigate it.
Need more help?
You may also want to read:
If you’re unsure where you subscribed, check the other articles in this section or just email us and we’ll help.