I have lost my subscription. How can I get access?

If you've lost access to your subscription or can't use the premium features, don't worry! Here's a step-by-step guide to help you restore your subscription and regain access to your Lensa account.

 

1. Check your account login:

 

Firstly, make sure you are logged in to the correct account. Often subscription problems occur when users accidentally log in with a different account or use a different login method (e.g. logging in with an Apple ID instead of an email).

• Apple ID users: If you originally subscribed using your Apple ID, please make sure you are logged in with the same Apple ID. Sometimes the hidden Apple ID (such as [e-mail]) can cause confusion.
• Email users: If you subscribed by email, make sure you sign in with the same email you used to make your purchase. Check your inbox for any confirmation emails that may help you find the correct login information.

2. Restore purchases:

 

If you are using an iOS or Android device, you can try to restore your subscription directly from the app. Follow these steps:

 

For iOS:

• Open the Lensa app.
• Go to Settings.
• Tap Restore Purchases.
• Make sure you're signed in with the correct Apple ID.

For Android:

• Open the Google Play Store app.
• Tap Menu (the three lines on the top left).
• Select Subscriptions.
• Locate Lensa in the list and check that your subscription is active.

3. Subscribing via the web:

 

If you subscribed to Lensa via our website, make sure you sign in to the app with the same email and method you used to purchase the subscription.

• Go to Settings in the Lensa app.
• Select the Login with email option and enter the same login details.

4. Check your payment method:

 

If you have switched devices or updated your payment method, your subscription may not transfer. If you're using a new Apple ID or Google account, you'll need to sign in with the same account you used to make the original purchase.

 

5. Contact support:

 

If you've followed the steps above and are still unable to access your subscription, please contact us for further assistance. Be sure to include the following information to help us resolve the issue quickly

• The email address associated with your subscription.
• The payment confirmation email or receipt from the App Store, Google Play Store or Lensa website.
• The last 4 digits of the card used for payment (if applicable).

 

By following these steps you should be able to regain access to your Lensa subscription. If you continue to experience problems, please contact our support team with the necessary information and we will do our best to assist you.