There are a couple of reasons why this issue can occur:
- Logging in with the incorrect email. Occasionally people log out of QuillBot and log back in using a different account email, resulting in the apparent loss of premium benefits. Double check that you're logged in using the account email that you originally purchased premium with. You can double check this by searching your email for a receipt from QuillBot. If it isn't in your archives there's a good chance that isn't the email you used to buy premium!
- Payment failure. Occasionally, a failure at payment will occur (such as a card decline or insufficient funds error) and premium will not be conferred. Confirming that the transaction did complete by checking your email for a receipt. NOTE: banks will occasionally hold funds for a short period after a failed transaction in case it is attempted again, so a charge on your statement within the last 48 hours may not be indicative of a completed transaction.
- Subscription expired. If you've disabled renewal on your subscription and the subscription period passes, you will lose premium benefits. Make sure that the issue isn't you need to resubscribe!
If you are confident you purchased premium using the account you are logged in with, and still don't see benefits, please contact us for further assistance.
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