Try this first
Payments can take up to 10 minutes to process. Wait a moment, then try the steps below in order.- Refresh: On the web, press
Ctrl+R(Cmd+Ron Mac). On mobile and desktop, fully quit the app and reopen it. The mobile app reloads your store subscription on launch, so this step alone often fixes it. - Log out and back in: Log out from settings, then log in again with the Tiro account you paid with.
- Check your payment history: For web and desktop card payments, look under [Settings] → [Manage Subscription] and in your receipt email. For in-app purchases, check the subscription screen in your store. For detailed paths, see Managing your subscription.
It works on desktop but shows as free only on mobile
Your subscription and usage are tracked per workspace. One Tiro account can belong to several workspaces, and each workspace has its own plan and usage. So if desktop is showing the workspace that has your plan while mobile has a different workspace open without one, the same account can show as free (or out of remaining usage) only on mobile. The mobile app remembers the last workspace you had open. This isn’t an app error. It happens because desktop and mobile are viewing different workspaces. Switch to the workspace that has your plan and it shows up right away.Switching workspaces on mobile
1
Check the current workspace at the top of your note list
When you open the Tiro app, the note list screen shows the name of the workspace you’re in at the top, with an up-and-down arrow icon next to it. If the name is different from the workspace you use on desktop, a different workspace is open.
2
Tap the workspace to expand the list
Tap the box with the workspace name to expand the list of the other workspaces you belong to.
3
Select the workspace that has your plan
Select the workspace where you use your plan on desktop, and that workspace’s plan and remaining usage appear right away.
A workspace is a space with its own notes, folders, members, and billing. The notes and plan you see depend on which workspace you’re in. To learn more about workspaces, see the Workspace overview.
Which account is my in-app purchase subscription tied to?
A mobile in-app purchase subscription is tied to the store account that was signed in on the device at the moment of payment (your Apple ID or Google account), not your Tiro account. The store account at payment time also decides which Tiro account the plan applies to. This is how both the App Store and Google Play handle payments. The store has to tell Tiro that “this store account has an active subscription” before Tiro can apply the plan, and Tiro can’t step in at payment time to choose or change which account it lands on. So a subscription can end up on an unexpected account when:- A different Apple ID or Google account is signed in on the device. The subscription attaches to that store account.
- The device is shared in a family, or mixes work and school accounts. This is an especially common source of mismatches.
- You move between several Tiro accounts on one device and pay through in-app purchase. The payment can fail or attach to an earlier Tiro account.
Because an in-app purchase subscription is tied to a store account, Tiro support can’t look up the Apple ID or Google account email used for payment, and can’t move a subscription to another account on its own. The fastest way to find out which account holds it is to check it yourself with the steps below.
The store shows a subscription, but the app shows me as free
In most cases, restoring your subscription fixes this. Restoring pulls the active subscription from your store back into the app and applies it to your current Tiro account. Use it when your plan disappears after you reinstall the app, log out and back in, or switch devices.When restoring your subscription fixes it
- You deleted the app, reinstalled it, and now it shows as free.
- You logged out and back in, and your plan disappeared.
- You signed in with the same Tiro account on a new or different device.
- Your store’s subscription screen shows Tiro as active, but only the app shows you as free.
When restoring your subscription won’t fix it
- The subscription is on a different store account (Apple ID or Google account). Switch your store to that account first, then restore.
- The subscription is applied to a different Tiro account. See “My payment seems to have applied to a different account” below.
- Your store’s subscription screen doesn’t show Tiro either. The payment hasn’t completed yet, or it went through a different store account.
How to restore your subscription on mobile
1
Confirm you're signed in to the store account you paid with
On iPhone, check your Apple ID under [Settings] → your name → [Media & Purchases]. On Android, check your Google account in the [Google Play] app under your profile (top right). If it’s different from the account you paid with, switch to that account.
2
Sign in with the Tiro account you paid with
Make sure the Tiro app is signed in to the Tiro account you used when you paid. If you’re signed in with a different email, log out and log back in with the account you paid with.
3
Fully quit the app and reopen it
Reopening the app reloads your store subscription automatically. Your plan comes back at this step in most cases.
4
If it still doesn't show, restore from [Payment Management]
In the Tiro app, go to [Settings] → the [Plan] section → [Payment Management] to open your store’s subscription management screen. Follow the on-screen prompts to restore your purchase.
[Payment Management] is available only when the store you paid with matches the device you’re using now. For example, if you paid on Android (Google Play) but open it on an iPhone, you’ll see “You can manage this in Google Play” instead. Do this on the same device as the store you paid with. Team plan subscriptions can’t be managed or restored on mobile; handle those on the web or desktop app.
My payment seems to have applied to a different account
If the payment went through but doesn’t show on the Tiro account you’re signed in to now, the plan may have applied to a different Tiro account. If you pay on a device that runs several Tiro accounts (say, a work email and a personal email), the plan attaches to whichever Tiro account was signed in at payment time. First, log in with your other Tiro email and check whether the plan is there. Keeping that account is the simplest fix. If you need to move it back to the original account, contact support and we’ll check it with you and help sort it out.[Android] I’m getting an in-app purchase error
Errors like “The device or user is not allowed to make the purchase” almost always come from a Google account or payment permission issue. Figure out which case you’re in first.Case 1: payment is going through a school or work Google account
Accounts issued by a school or workplace (name@school.ac.kr and the like) are often blocked from in-app purchases by organization policy. In-app purchases run through the Google account linked to the Play Store, not the Tiro email you signed in with. Check your current account in your Play Store profile, switch to a personal Gmail account, and try again. If you have several accounts and can’t switch, delete the Tiro app, sign out of the school or work account in your phone settings (you don’t need to remove it entirely), and reinstall with only your personal account left, then pay. Your Tiro account and payment account are separate, so logging back in with the same Tiro account after reinstalling keeps your notes intact.Case 2: that Google account can’t make payments at all
Open payments.google.com in a web browser with that account. If the payment methods screen won’t open and throws an error, that account can’t make payments. Pay with a personal Gmail account, or ask your organization’s IT team about payment permissions. If there’s a security warning at the top, follow the prompts to submit your verification details and try again.Case 3: payments fail in other apps too
This is a Play Store issue. Check that your payment method is valid (Play Store → profile → Payments and subscriptions), that parental controls (Family) aren’t restricting in-app purchases, that your account’s country setting is correct, and that the Google Play Store and services are up to date, then restart your device. If it continues, contact Google Play support.[iPhone] I’m getting a “Purchase Cannot Be Completed” error
This popup comes from the App Store (Apple), not Tiro. It’s an iOS system alert shown when Apple couldn’t approve the payment. Work through the steps below.1
Check your purchase history in the App Store
Go to [Settings] → your name (Apple ID) → [Media & Purchases] → [Purchase History] and check whether there’s already a Tiro purchase. If you have an existing subscription (including one applied to a different Tiro account), a new subscription purchase can be blocked with this error. If a purchase is there, don’t pay again; follow “The store shows a subscription but the app says I’m on the free plan” and “My payment seems to have gone to a different account” above.
2
Check your payment method
If there’s no existing purchase, go to [Settings] → Apple ID → [Payment & Shipping] and check for payment method problems such as an expired card or insufficient balance, and for any unpaid balance on your Apple ID.
3
If it still fails, pay on the web or contact support
If the error keeps appearing, you can also pay by card on the web (tiro.ooo). If your purchase history already shows a payment, contact support first so you don’t get charged twice.
Seeing this error doesn’t undo any earlier payment. Your App Store purchase history is the source of truth for whether you paid. If you need a refund for an in-app purchase, see the refund policy in the Billing FAQ.
My payment is charged a day before the renewal date
In-app purchases (Google Play and the App Store) pre-authorize your payment method just before a subscription renews (up to 48 hours ahead). So the charge time on your card notification and the usage reset time in the app can look about a day apart. This is normal: you aren’t charged more and your access isn’t interrupted. The store controls the charge timing, and Tiro can’t adjust it. Web and desktop card payments (Stripe) charge and renew at the same time, so this doesn’t happen there.Still not resolved?
Contact support. Including the details below helps us check faster.- Payment time (for example, 2026-06-12 at 3 PM)
- Payment method (web card / Android in-app / iOS in-app)
- For in-app purchases, the store account you paid with (Apple ID or Google account email)
- Plan you purchased (Lite / Pro / Max / Team)
- A screenshot of your current plan status
Related pages: Managing your subscription · Billing FAQ