I can’t pay for my subscription
If you’re having trouble processing a payment, please check the following:
Ensure your card details (number, expiration date, cardholder name, and CVC/CVV) are correct.
Verify that your card hasn’t expired.
Make sure you have enough funds to cover the subscription cost.
Confirm with your bank that the transaction wasn’t declined.
If none of these apply, please send us a bug report: Menu → scroll down → Report a problem. Be sure to include a screenshot of the error message you received.
I want to pay in my local currency instead of USD
The currency shown in App Store or Google Play depends on your region settings. To pay in your local currency, you’ll need to update the region settings:
To change the region in App Store, follow Apple’s instructions.
To change the region in Google Play, follow Google’s instructions.
Payments for purchases made on our website are processed in USD only. Your bank will handle currency conversion if you pay in a different currency. The exchange rate and additional conversion fees depend on the bank.
I was charged more than I expected
Please check that you purchased the subscription for the correct duration:
If purchased through App Store, follow Apple’s instructions.
If purchased through Google Play, follow Google’s instructions.
If bought on the Welltory website or with a promo code, check your subscription details in the app: Menu → Account → Subscription.
If you accidentally bought a longer subscription (e.g., annual instead of monthly), you can cancel it and request a refund following our Refund policy. You will then be able to make a new subscription for the term you want.
Note, that if you subscribe to the App Store, Apple has its own Refund policy.
I was charged for two subscriptions at the same time
If you accidentally purchased two subscriptions, please let us know via a bug report: Menu → scroll down → Report a problem. In the report, indicate which subscription you’d like to cancel. We’ll cancel it and refund the incorrect charge.
I canceled my subscription, but the money is still being charged
If you’re still being charged after canceling your subscription, check your subscription status in the app: Menu → Account → Subscription.
If the subscription wasn’t canceled, please try again using the instructions in our article «Managing your subscription». Please note that to cancel your subscription, it is important to log in to the web version using the same method you use to log in to the app: email, Apple ID, Google, or Facebook. After canceling your subscription, you can also request a refund under our Refund policy.
The situation when you cancel your subscription and money is charged can happen if you have two accounts with different emails, Apple ID, Google, or Facebook. In this case, you may have canceled your subscription on one of them and the charges continue on the other. To fix this issue, you need to find an account with an active subscription. Then cancel the subscription and request a refund.
If you forgot which email you registered the second account with, unfortunately, we can't help you. Try searching for emails from Welltory in your inbox — that way you should be able to find the email to which the second subscription is registered. If you signed up with an Apple ID, you may have used a hidden email as your login.
I paid for Premium on Google Play or on the Welltory website, but I don't have access to Premium
If your subscription isn’t activating, try the following steps:
Log out of the app: Menu → Account → Log out.
Restart your phone and log back in.
Check your subscription status in the app: Menu → Account → Subscription.
If the issue persists, send us a bug report: Menu → scroll down → Report a problem.
I don’t see my subscription in the app after changing devices
If your subscription isn’t activating, try the following steps:
Log out of the app: Menu → Account → Log out.
Restart your phone and log back in.
Check your subscription status in the app: Menu → Account → Subscription.
If the issue persists, send us a bug report: Menu → scroll down → Report a problem.
I paid for Premium in App Store, but Premium features are still unavailable
Unfortunately, Apple sometimes fails to promptly pass us your payment information. To speed up the process, please do the following:
Go to Menu — Account.
Tap Purchases.
Please note that your account may be locked if you try to restore your App Store subscription multiple times in a row. If nothing has changed after the first attempt to restore, send us a bug report: Menu → scroll down → Report a problem.
I tried to restore the subscription, but the app tells me the subscription already belongs to another user
It mostly happens when, after logging out of Welltory, you log back in using another email address. Please do the following:
Check if you’re logged in to Welltory with the same email address you used when you paid for the subscription.
If you’re not sure it’s the same email address, try logging in to Welltory using your Apple ID, hidden email, or your other email.
I want to share my subscription with my family
Our app currently doesn’t support family sharing, either through Welltory or the App Store. However, we offer a discount on subscriptions for family members.
To request this discount:
Open Welltory on your smartphone, go to Menu → scroll down → Report a problem.
If you're reading this on your smartphone, follow this link.