If you've paid for Equilab Premium but the app still shows the free plan, work through these checks in order. Usually the subscription isn't active, or the app is logged in to a different Equilab account than the one Premium was bought for.
Check that your subscription is active
Look where you bought Premium:
App Store: on your iPhone, open Settings, tap your name, then Subscriptions.
Google Play: open Google Play, tap your profile picture, then Payments & subscriptions > Subscriptions.
Our website: look for a confirmation email from Paddle, our payment provider for website purchases.
An App Store or Google Play subscription can be canceled if there was a problem charging your payment method. If you can't find an active subscription, or you're not sure where you bought Premium, contact us before you buy Premium again. We'll check for you, so you don't end up paying twice.
Check that you're in the right account
Premium belongs to one Equilab account. If your recent trainings or horses are missing, you're probably in another account.
Go to Profile > Settings > Account.
Check the login methods: a checkmark shows the ones this account uses.
If this isn't the account you bought Premium for, log out in Profile > Settings and log in with the method you used before.
If you think you have two accounts, see I think I have two accounts.
Get Premium back
Next, follow the steps for where you bought Premium:
If you bought Premium on an iPhone (App Store)
If you bought Premium on an iPhone (App Store)
In Equilab, go to Profile > Settings.
Tap Restore Purchases.
Close the app and open it again.
Your Premium features should now show. Restore Purchases only finds a subscription bought with the Apple ID your iPhone is signed in to.
If you bought Premium on Android (Google Play)
If you bought Premium on Android (Google Play)
Android has no Restore Purchases option. Contact us and send your Google Play receipt: the receipt email from Google, or a screenshot of the Equilab subscription in Google Play. We'll help you get Premium back.
If you bought Premium on our website
If you bought Premium on our website
A website purchase usually shows in the app within minutes, and at the latest within 24 hours.
A website subscription belongs to the Equilab account you logged in with on the website. Check that it's the same account you use in the app:
If you log in to the app with Apple or Google, you need to add an email and password login to that account and use it on the website. See Add an email and password login.
If you log in to the app with Facebook, use the same Facebook account on the website.
If you log in to the app with email and password, use the same email and password on the website.
A website subscription doesn't show under Manage Subscription or Restore Purchases in the app, or in the App Store or Google Play. If Premium isn't showing after 24 hours, contact us and include the confirmation email from Paddle.
If you switched between iPhone and Android
If you switched between iPhone and Android
A Premium subscription bought in the App Store doesn't carry over to an Android phone, and a Google Play subscription doesn't carry over to an iPhone. To get Premium on your new phone, cancel the subscription in the old store so it doesn't renew, then subscribe again on the new phone or on our website. See Cancel your Premium subscription and Start Premium or a free trial.
If Premium still isn't showing
Contact us and include:
where you bought Premium, and the receipt
the email address you paid with
what you've already tried
Frequently asked questions
Here's an answer to a common question about sharing Premium with family.
My family member has Premium. Why don't I?
My family member has Premium. Why don't I?
Equilab Premium is per account. Premium on a family member's account doesn't unlock Premium on yours, so each rider needs Premium on their own account.
Equilab also offers group Premium subscriptions. If you're interested, contact Equilab support to find out more.
Still need help? Contact us in the app: go to Profile > Settings > Contact Support, or email [email protected].