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If you paid and the app still shows the free version, restore your purchase or enter your passcode. The sections below match the message you see. If nothing works, write to us with your passcode and device ID and we will sort it out.
The app cannot reach the store
On iPhone and iPad the message is "Could not connect to the App Store". On Android it is "Could not connect to the Google Play Store". The app could not talk to the store to show the plans or to buy.
On Android, make sure that
- You are logged in to the Google Play Store.
- Google Play Services are updated to the latest version.
- The country you are in now is the same as the country of your Google Play account.
- Then tap "Try again".
On iPhone and iPad, check that you are signed in to the App Store with your Apple Account and that your internet connection works. Then tap "Try again".
"In-app purchases are turned off on this device."
Purchases are blocked on the device. On iPhone and iPad, check Screen Time. On a work or school device, the device management settings can block purchases. Ask the owner of the device to allow them.
"Your payment is pending."
The store has not confirmed your payment yet. Premium unlocks when the store confirms the payment. You do not need to buy again.
You paid, but the app still shows the free version
When the app cannot confirm a new purchase with our server right away, it unlocks Premium on the device anyway and keeps checking the purchase in the background for up to a week. Most of the time this fixes itself.
Restore your purchase on iPhone, iPad or Android
- Open the app on the device where you bought Premium.
- Sign in to the App Store or Google Play with the account you paid with.
- Open the screen with the Premium plans and tap "Restore purchase".
- If you see "Could not restore the transactions, please try again", wait a moment and tap it again.
If Premium is still missing after a week, write to support@freeyourmusic.com. Send the store receipt or order number, so we can find your payment.
Your passcode does not work
The passcode is the key to your Premium licence. You should get it after payment or in an email from us, with the subject "Your passcode to FreeYourMusic".
- "You have entered incorrect passcode." Copy the passcode from the email instead of typing it, and check for spaces at the start or the end.
- "Not found" with "The license is not valid": the passcode belongs to no active licence. Check that you use the newest passcode email, and that the subscription has not ended.
- "Something went wrong. Please try one more time": the app could not check the passcode. Check your connection and try again.
Lost your passcode? Enter the email address you bought with on the restore passcode page. If the email is correct, we send the passcode to it.
"You are subscribed via ..."
The full message is "You are subscribed via ..., and unfortunately we cannot upgrade your plan here. Please use FreeYourMusic for ... to make a purchase." Your plan was bought in another store, so only that store can change it. Open the app on the platform the message names, or manage the plan where you bought it. See cancel or change your subscription.
The checkout does not open on a computer
The message is "We could not open the checkout. Check your connection and try again." The desktop app opens the checkout page in your browser. Check your internet connection, allow the app to open your browser, and try again.
Frequently asked questions
I paid twice by mistake. What do I do?
Contact support with both receipts. Purchases in the App Store or Google Play are refunded by the store under the store rules.
Does my Premium work on my other devices?
Yes. One licence works on all your own devices. Enter your passcode in the app on the other device.
What should I send to support about a payment problem?
Your passcode if you have one, the device ID, the store or the website where you paid, and the receipt or order number. The "Contact support" button in the app adds the device ID and app version for you.
Still not unlocked? Contact support with your passcode and device ID.