I can't access the Equilab Premium (subscription) features

Modified on Tue, 20 Feb 2024 at 09:47 AM

There may be several reasons why an Equilab Premium subscription is not appearing in your app as it should be:

Different account

Most often, the loss of Premium features is caused by users accidentally creating or logging into a different account that does not have a Premium subscription.

If your account is missing your recent data or rides, it's likely that you may be logged into a different account. To see how to best resolve this, email our support team or check out this article.

Online subscriptions

It can take up to 48 hours for subscriptions purchased online at https://equilab.horse/billing to be activated in your app. If you have confirmed a subscription purchased and received an email receipt but do not yet have access, please contact our support team. (It's usually that the Account ID entered was incorrect, which caused an issue.)

Other reasons

  1. Make sure you have an active subscription in either the Apple App Store or Google Play Store. If you do have an active subscription, take the steps outlined below.
    • For Apple iOS users:
      1. Go to Equilab > Profile > Settings > Press "Restore Purchase
      2. Close the app 
      3. Open the app and see if you have access to the premium features once again
    • For Android users: please email our support team at the address below with a copy of your email receipt from Google

If you have any additional questions, please contact us at support@equilabapp.com. We're always here to help.

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