Purchased tokens or Premium not showing

Tokens and Premium usually appear right after payment. For token purchases through the App Store, Google Play or the web, you also get a "Tokens credited" notification and an email. If nothing arrived, go through the checks below in order.

How to check whether the purchase arrived

Open the Settings tab and pull the screen down to refresh the balance. Then look at three things:

• The email under your name at the top of Settings. This is the account the purchase should be on.

• The Balance row. With Premium, the Get Premium block disappears from Settings, and the balance badge on the Tools tab shows the Premium icon.

• Usage History. Every credit has a line: a token pack and Premium tokens appear as "Purchase".

Why the purchase isn't showing

The causes are listed from the most common to the rarest.

You're signed in to a different account

A purchase belongs to the VocaLingo account you were signed in to when you paid, not to the phone. Tokens and Premium then work on iOS, Android and the web, as long as you sign in to that account. If the email in Settings is different, sign out and sign in with the account you paid from: the same Google, Apple or email login.

If you paid as a guest and then signed in to an existing account, purchased tokens move to it automatically. A YooKassa subscription does not move: the app warns about this before you sign in.

The payment isn't confirmed yet

Some payment methods are confirmed by the bank later: in Google Play these are, for example, Pix and boleto in Brazil and cash payments. In the App Store, a purchase can wait for a parent's approval (Ask to Buy). Tokens and Premium arrive after the confirmation, from a few minutes to a day later, even if the app is closed.

While the payment is pending, Google Play may show it as pending or even as cancelled in the app, though the order is still open. Don't pay a second time. Check the order in Google Play: profile picture, Payments & subscriptions, Budget & history. When the payment is confirmed, you'll get the "Tokens credited" notification.

Premium is on another Apple ID or Google account

If you bought Premium in the store but the VocaLingo account doesn't see it, use Restore purchases. Restore only checks the Apple ID or Google account currently signed in on this phone. A subscription bought on another Apple ID or Google account won't be found.

You have the yearly plan and expect monthly tokens

The yearly plan gives 12,000 tokens at once for the whole year, not 1,000 every month. The monthly plan gives 1,000 tokens per period. Premium tokens expire at the end of the period, while tokens from packs never expire. In Usage History, the yearly purchase is one "Purchase" line for 12,000 tokens. If Premium is active but that line is missing, write to support.

The tokens arrived but are already spent

Usage History shows every charge with the tool name. See Not enough tokens for what costs how much.

When to write to support and what to include

If a day has passed since payment, or the store shows the payment as completed but the tokens never arrived, open Settings, Support, choose the Payment topic, or use the support form on the website. The reply comes by email. Include:

• the email of the VocaLingo account the purchase should be on;

• where you paid: App Store, Google Play, web or YooKassa;

• the date, amount and what you bought (token pack or Premium, monthly or yearly);

• the order number from the receipt (Apple order ID, Google number starting with GPA) or a screenshot of the receipt.

If the charge failed altogether, see Payment for tokens or Premium didn't go through.