We're here to help.
First off, we know this can be frustrating. We sincerely apologize for the inconvenience.
Common situations where this can happen:
You bought a "Premium" plan but still see the free version
You’re using Roots on multiple phones with the same Apple ID
You reinstalled the Roots app
You logged out and logged back in
You changed devices
If you have paid for a Roots subscription but your account is still showing "Roots Free", it likely means the subscription status with Apple got out of sync. Luckily it's an easy fix!
Here are the steps to re-sync the "Premium" access:
Go to "Roots > Profile > Account Settings (top of the screen) > Your Name > Tap "Restore Subscription" (Under "Subscription")
Your premium access should be restored instantly.
If "Restore Purchase" doesn't work:
If you were given premium access during beta testing or as a manual upgrade from the Roots team, the "Restore Subscription" option will not work.
This is because restore only applies to subscriptions purchased directly through the App Store.
If this applies to you, please contact us at hello@getroots.app, and our team will re-enable your premium access.
Once we re-enable your subscription:
If you see the paywall after we've added your subscription back:
Go to "View all plans"
Select "Free"
If you see "50% Offer", tap "Skip Offer" right at the bottom
Once you get into the app, check if everything is working as expected for a Premium customer
Need more help?
Tap on the chat bubble below. We're happy to assist - and we'll even reward you for your valuable time!