If you made an in-app purchase:
Go to your Apple ID/ Google Play Account and open your Order / Subscription. Check that EF Hello appears as a subscription here.
For a smoother experience, kindly note that EF Hello doesn't handle payments directly — they're processed by Apple or Google. If your bank confirms the payment but it's not reflected in your EF Hello subscription list, please reach out to Apple Store or Google Play for assistance using the following steps:
If EF Hello is listed here and you can’t access paid features, please do as follows:
1. Quit the app then re-open it
2. Navigate to the Settings ⚙️ screen in the EF Hello app (found in the top right corner of the 'Profile' tab), select 'Upgrade' and then click the 'Restore Purchase' button at the bottom of the page.
If you're still having difficulties, please contact us by shaking your device and selecting 'Report a bug'.
If EF Hello is not listed under your Subscriptions, please try the below steps:
1. Double check with your bank that the payment was successful
2. Ensure you have the most recent version of the EF Hello app from the App Store / Play Store and that it does not need updating
3. Quit the app then re-open it
4. Navigate to the Settings ⚙️ screen in the EF Hello app (found in the top right corner of the 'Profile' tab), select 'Upgrade' and then click the 'Restore Purchase' button at the bottom of the page
If you're still having difficulties, please contact us by shaking your device and selecting 'Report a bug'.
If you purchased a subscription on EF Hello website:
If there's a delay between your purchase and getting full access to EF Hello you need to check your email address. The most common issue is trying to log in to the app with a different email instead of the right email that was used to pay for your subscription. This is likely to be the case if you're being asked to pay again.
In other words, you need to log in to the EF Hello app with the same details (Apple ID, Google Play or email) that you used to log in to the EF Hello website.
If you still need help, please shake your device, and then send messages through 'Report a bug' and our customer service team will help you.