When using the Lumenate app, encountering subscription-related issues where locked features remain inaccessible can be frustrating. Common causes include technical mismatches between your subscription and account or incomplete activation processes.
Solution for in-app subscriptions (through Apple or Google Play):
Tap the 'Restore' button
This is a key feature within the Lumenate app designed to link your active subscription with your account.
When you are prompted to pay in the Lumenate app, tap the 'Restore' button, usually located at the bottom left corner of the paywall or subscription screen.
This is effective whether you're in the seven-day trial period or have already started a paid subscription. If your subscription is active, this step should unlock all relevant features.
Advanced troubleshooting steps
If the 'Restore' button does not resolve your issue, consider the following steps:
Step 1: Verify your subscription's active status
For app store subscriptions (Apple or Google Play):
Apple: Go to Settings and tap on your Apple ID at the top of the screen, select Subscriptions.
Android: Open the Google Play Store app, tap your profile icon, and select Payments & subscriptions > Subscriptions.
Ensure that 'Lumenate' is listed as an active subscription. If Lumenate does not appear, your subscription might not have processed, or there could be a payment issue. Retry the purchase within the app or contact customer support for billing assistance.
Step 2: Consider manual activation for web subscriptions (Kickstarter 1-year and Lifetime access)
1-year subscriptions:
If you purchased this subscription through the Kickstarter campaign, after your Backer Survey is submitted, you will receive an email (Lumenate 1-Year Subscription: Kickstarter) to activate your one-year subscription which you can start whenever you want, whether that's now or when your Lumenate Nova arrives.
Lifetime access:
If you purchased lifetime access and cannot access premium content, ensure that you have completed the required Backer Survey with your Lumenate email address.
Verify with the team that your account has been manually activated. Activation is typically completed after Lumenate review your Backer Survey.
Additional Tips
Double-check for app updates in the iOS or Android app store, as an outdated app version might cause subscription syncing issues.
Restart the app after completing any of the above steps to ensure changes take effect.
If none of these steps resolve the issue and you do have an active subscription, please send us a message through the in-app chat or email us at [email protected] and we'll look into it for you ✨
By following these steps, you should be able to resolve most subscription-related issues and enjoy uninterrupted access to Lumenate's features.