Why is my account still free after I purchased a membership?

1. Ensure the payment was made successfully and you received a receipt.

If your ELSA payment is marked as ‘pending’ on your bank statement, it might not have gone through successfully. When you submit a payment, your bank puts the funds aside as ‘pending’. If the payment fails, the pending status will expire and the funds will be returned to you.

2. Check Your Login Method:

If you cannot see your active subscription, it is most likely because you have logged into a different account than the one used for the purchase. 

Note: 

• ELSA allows accounts to be created using 4 methods: Email, Facebook, Apple ID, and Google. Each method is linked with 1 unique account. 
• If you log in using a free account, you will not see your active subscription. You might have a free account linked to your email and a paid account linked to your Facebook/Google ID for example. 
• Go to the ELSA Profile account > Edit your profile > See what email or login method you are using. 

To access a different account, please follow these steps:

1. Log Out of the current ELSA account.

2. Log Back In by selecting the exact login method you used when you originally purchased your subscription (e.g., if you bought it while signed in with your Google account, you must use the 'Continue with Google' option)

For more instructions on how to login with different methods, see this page: Account Login

3. If you purchase the subscription on a Guest account: 

Please contact us at support@elsanow.io including your receipt of payment and user ID. We will register an email for the Guest account to help you login. 

4. If you still have an issue accessing your account, please contact us at support@elsanow.io and provide the Receipt. 

Please provide the receipt based on the platform where you initially subscribed from.

• Apple subscriptions: please find the Apple receipt in your Apple ID email. 
• Google subscriptions: please find the Google receipt in your Gmail. 
• Website subscriptions: 
  • Using Cards: Provide the last 4 digits of your credit/debit card and your name on the card.
  • Using PayPal: Provide the Paypal email account.