Purchase did not unlock Pro, or a licence key does not work

Pro belongs to your Free Your Music account. If you paid and still see the free plan, check that you signed in with the right account, then restore your store purchase or add your licence key with "Find your Pro". The sections below match the message you see.

First: is it the right account?

A purchase goes to the Free Your Music account you were signed in with when you paid. If you have two accounts, for example one with an email code and one with Apple or Google, Pro is on only one of them. Sign out and sign in with the other account to check.

You paid on the web, but Pro is not on

• Right after the payment: Pro turns on by itself when Stripe confirms the payment. This takes a few seconds. You can close the tab: your payment is safe.
• "Stripe Checkout did not open. Try again.": check your connection and try again.
• "This account already has Pro. Manage your plan instead of paying again.": you do not need to pay. Open Account, then "Pro and billing".
• "This account already has Pro, so we did not add the payment to it. Write to support for a refund.": write to support@freeyourmusic.com and we refund the second payment.

You bought in the App Store or Google Play

• "Your purchase is still being processed" (Android): the store has not confirmed the payment yet. Pro turns on when it does. You do not need to buy again.
• "We could not confirm that purchase. We will keep trying for seven days" (Android): the app could not reach us right away and keeps trying. Most of the time this fixes itself.
• "We could not confirm your purchase" (iPhone and iPad): the app has stopped trying. Apple has your payment. Write to support and we will put it right.
• "We found no purchases on this Google account" or "We found no App Store purchase for this Apple ID.": the store account on this phone did not buy Pro. Sign in to the store with the account you paid with.
• "We could not reach the Play Store, so there is nothing to buy right now." or "The App Store is not offering the plans right now.": check that you are signed in to the store and that your connection works, then try again later.

Pro still missing? Write to support@freeyourmusic.com. Send the store receipt or order number, so we can find your payment.

Your licence key does not work

You add an older purchase to your account with "Find your Pro": in the web app, open Account, then "Pro and billing". The licence key is in your purchase email, with the subject "Your licence key to Free Your Music". Copy it from the email instead of typing it.

• "We do not know this key.": the key is not ours, or it has a typo. Copy it again from the email and check for spaces at the start or the end.
• "We found no licence for this email.": no licence uses this address. Try another email you may have used, or enter the licence key.
• "This licence is already on another account. Contact support.": the licence is on a different Free Your Music account. Sign in with that account, or write to support@freeyourmusic.com.
• "This code does not match." or "This code expired. Send a new code.": with "I used another email", type the newest code from the email, or send a new code.
• "Too many tries. Try again later.": wait a while, then try again.

Lost your licence key? You do not need it: "I used another email" in Find your Pro sends a code to the email you bought with, and the licence moves to your account.

Frequently asked questions

Still not unlocked? Contact support with the email of your account and your receipt.