If you have purchased a subscription but your subscriber benefits have stopped appearing in the game, we recommend trying all the following steps before contacting us for further assistance:
1. Ensure that your device is connected to the internet, then fully close down the app (don't delete it) and launch it again.
2. Check whether the game is detecting your subscription - you should see your special issue keys at the top of the screen.
If you are seeing a 'VIP +' badge icon instead, please tap it and then select "Restore Purchases" on the page that appears. Then use the 'restore' button and follow the steps on screen to restore your last subscription purchase (iOS only).
3. Check the status of the subscription in your device's settings:
iOS (iPhone/iPad): you can manage your app subscriptions through the Settings app on your device. Please refer to this page for step by step instructions: https://support.apple.com/en-gb/HT202039
Google Play (Android): you can manage your app subscriptions through the Google Play store app. Subscription settings can be found in the 'Account' section of the app.
If the subscription isn't listed at all, there may have been a problem with your original order, for instance due to a network or billing issue. Please contact customer support for the relevant app store for further assistance.
4. Check that you are logged into the correct user account (the account used to purchase the subscription) in your device's Settings. Android (Google Play) players may need to switch accounts in the Google Play Store app if there is more than one Google account on the device.
5. If your subscription is listed as active but you're still having an issue, please check the type of puzzle you're trying to access in the game.
Subscribers are able to freely access all Daily Page puzzles without having to spend tokens or watch videos.
Subscribers also receive five Keys per day to unlock Themed Issue puzzles. If you have already unlocked five Themed Issues puzzles within a day, you will be given the option to unlock further puzzles using tokens, or to wait for the keys to be replenished the following day.
If you have tried all the steps above and are still having a problem with your subscription, please let us know via the in-game Help system.
1. Ensure that your device is connected to the internet, then fully close down the app (don't delete it) and launch it again.
2. Check whether the game is detecting your subscription - you should see your special issue keys at the top of the screen.
If you are seeing a 'VIP +' badge icon instead, please tap it and then select "Restore Purchases" on the page that appears. Then use the 'restore' button and follow the steps on screen to restore your last subscription purchase (iOS only).
3. Check the status of the subscription in your device's settings:
iOS (iPhone/iPad): you can manage your app subscriptions through the Settings app on your device. Please refer to this page for step by step instructions: https://support.apple.com/en-gb/HT202039
Google Play (Android): you can manage your app subscriptions through the Google Play store app. Subscription settings can be found in the 'Account' section of the app.
If the subscription isn't listed at all, there may have been a problem with your original order, for instance due to a network or billing issue. Please contact customer support for the relevant app store for further assistance.
4. Check that you are logged into the correct user account (the account used to purchase the subscription) in your device's Settings. Android (Google Play) players may need to switch accounts in the Google Play Store app if there is more than one Google account on the device.
5. If your subscription is listed as active but you're still having an issue, please check the type of puzzle you're trying to access in the game.
Subscribers are able to freely access all Daily Page puzzles without having to spend tokens or watch videos.
Subscribers also receive five Keys per day to unlock Themed Issue puzzles. If you have already unlocked five Themed Issues puzzles within a day, you will be given the option to unlock further puzzles using tokens, or to wait for the keys to be replenished the following day.
If you have tried all the steps above and are still having a problem with your subscription, please let us know via the in-game Help system.