Subscription purchased, but not active in your account
Sometimes a subscription bought through the App Store or Google Play doesn’t show up in your Hevy account right away. Common causes include being signed into a different Apple/Google account than the one used to purchase, or a short delay while the purchase syncs.
On iOS, this can also happen if you use one Apple Account for iCloud and a different Apple Account for Media & Purchases (App Store purchases/subscriptions), which may prevent the subscription from syncing as expected.
How to fix it
Step 1: Confirm the purchase and wait a bit
- Make sure the payment has completed.
- Fully close and reopen the app.
- Wait about 30 minutes to see if the subscription appears.
You can check your subscription status here: Profile tab → Settings → Manage subscription
Step 2: Restore your purchase
If it still isn’t showing:
Go to Profile tab → Settings → Manage subscription → Tap Restore Purchase
You might see a message telling you to email support, but the restore can still work. After restoring, wait 30 minutes to see if it applies to your account.
Step 3: Contact support
If it’s still not applied, email hello@hevyapp.com and include:
- A copy of your purchase receipt (App Store or Google Play)
We’ll investigate and help as quickly as possible.
Switching Devices and Managing Your Subscription
Moving Devices
If you switch between iOS and Android (or vice versa), you won’t lose access to your Pro subscription as long as you sign in with the same account. Your Pro subscription will continue to work on the new device.
Moving a Subscription Between App Stores
If you want to move your subscription from one operating system to another, you must:
- Cancel the subscription on the current platform.
- Wait for the subscription to expire (or close to expiry).
- Purchase the subscription again on the new platform through the appropriate app store.
Example:
You currently have an annual Pro subscription purchased through iOS and plan to get an Android device. You can sign in to your existing account on the new Android device and continue using your Pro subscription right away.
If instead you want the subscription to be billed through Google Play, you must cancel the iOS subscription, let it expire, and then subscribe again in the Google Play Store.
Cancel/ Refund your subscription
iOS
Cancel: Click here for instructions.
Refund: All refund requests for subscriptions made through the App Store are managed directly by Apple. Unfortunately, we can’t process these refunds ourselves. If requested within 14 days, you'll usually get your refund, no questions asked.
Click here for refund instructions: https://support.apple.com/en-us/HT204084
Android
Cancel: Click here for instructions.
Refund: If you have made a subscription purchase on Google Play, we will be able to help you with your refund request.
Please reach out to hello@hevyapp.com or through the contact us section in the app settings.
Please include the following in the email:
- Hevy username
- Reason for the refund
Website (Paddle)
Cancel:
- Sign in to your account on your mobile device or on the web app https://hevy.com/
- Navigate to ‘Settings’
- Click ‘Manage Subscription’
- If the subscription was purchased through the website, there will be an option to ‘Cancel Subscription’ underneath the subscription listed
Refund: Please reach out to hello@hevyapp.com or through the contact us section in the app settings.
Please include the following in the email: Hevy username and Reason for the refund
The refund eligibility depends on how long your subscription has been active and is determined by the payment provider. We're happy to look into it and see what options are available.
Requesting invoices
Apple App Store
When you purchase a Pro subscription on an iOS device, you will receive an email with details of the purchase from the Apple App Store. The Hevy support team is not able to send out copies of the invoice in this situation.
Google Play Store
When you purchase a Pro subscription on an Android device, you will receive an email with the details of your Pro subscription purchase from the Google Play Store. The Hevy support team is not able to send out copies of the invoice in this situation.
Website
When you purchase a Pro subscription on the website, you will receive an email with the details of your pro subscription purchase from Paddle. If you do not receive the email, reach out to hello@hevyapp.com and we will send you another copy of the email.