> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tiro.ooo/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment not applied or charged to the wrong account

> Paid but your plan isn't showing, or your in-app purchase landed on the wrong account? Check the right workspace and account, and restore your subscription.

## Try this first

Payments can take up to 10 minutes to process. Wait a moment, then try the steps below in order.

1. **Refresh**: If you're recording, finish the recording first. On the web and desktop app, press `Ctrl+R` (`Cmd+R` on Mac). On mobile, fully quit and reopen the app. The mobile app reloads your store subscription on launch, so this step alone often fixes it.
2. **Log out and back in**: Log out from settings, then log in again with the Tiro account you paid with.
3. **Check your payment history**: For web and desktop card payments, look under **\[Settings]** → **\[Plan Management]** and in your receipt email. For in-app purchases, check the subscription screen in your store. For detailed paths, see [Managing your subscription](/en/guide/workspace/billing-guide).

## 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

<Steps>
  <Step title="Tap the menu button at the top left">
    On the note list screen, tap the menu button (the three-line icon) at the top left to open the menu screen with your folders and workspaces. **You can reach the same button even when you're stuck on the start screen (the new-note screen) because you have no plan.** You don't have to get to the note list to switch workspaces.
  </Step>

  <Step title="Tap the workspace card at the top">
    The card at the top of the menu screen shows the name of the workspace you have open, with an up-and-down arrow icon. If the name is different from the workspace you use on desktop, a different workspace is open. Tap the card to expand the list of the other workspaces you belong to.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>You can't create a new workspace in the mobile app. Create it on the web or desktop app, then switch to it on mobile.</Tip>

<Note>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](/en/guide/workspace/overview).</Note>

## 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.

<Note>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.</Note>

## 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.

The common requirement is that **the store account and Tiro account you paid with are the same ones you're using now**.

### 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.
* You have a **workspace open that the subscription isn't attached to**. An in-app purchase subscription is tied to the personal workspace you had at payment time, so after you join a team or create more workspaces, you have to switch back to that personal workspace before restoring. Switch the same way as in "Switching workspaces on mobile" above.
* 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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Switch to the personal workspace the subscription is attached to">
    An in-app purchase subscription is tied to the personal workspace you had at payment time. Restoring and plan changes don't go through while a team workspace or a workspace you created later is open. Use "Switching workspaces on mobile" above to open your own personal workspace first.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>**\[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.</Note>

## 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 see "In-app purchases aren't available on this device or account"

This message appears when Google Play can't process a purchase with the current device or store account. Possible causes include a managed school or work account, a payment method problem, your account country, parental controls, or the Play Store's status. The message alone doesn't identify the exact cause, so check each item below.

<Steps>
  <Step title="Check the current Google account in the Play Store">
    Open **\[Google Play]**, tap your profile at the top right, and check the email address of the selected Google account. Switch accounts if it isn't the one you intended to use. A school or work account may have in-app purchases disabled by its administrator.
  </Step>

  <Step title="Check your payment method and Play Store status">
    Go to **\[Google Play]** → profile → **\[Payments & subscriptions]** and make sure your payment method isn't expired or declined. Update the Play Store, and check that the purchase is available in the current Google account's country.
  </Step>

  <Step title="Check device and account purchase restrictions">
    Make sure parental controls or a supervised account aren't blocking in-app purchases. If your device is managed by your workplace or school, ask the administrator whether the Play Store or purchases are restricted.
  </Step>

  <Step title="Send the error screen and time if it keeps happening">
    If purchases also fail in other apps, the issue is more likely with your Google account or Play billing environment than with Tiro. Follow [Google Play Help](https://support.google.com/googleplay/answer/4646404). If it only fails in Tiro or the same error continues, send support a screenshot and the time it occurred.
  </Step>
</Steps>

## \[iPhone] I see a "Purchase Cannot Be Completed" error

This is a system alert shown during Apple's in-app purchase flow. The message doesn't identify the exact cause or prove that no payment was made. Check your active subscriptions and the current purchase record before troubleshooting your payment method.

<Steps>
  <Step title="Check for an active subscription">
    Go to **\[Settings]** → your name → **\[Subscriptions]** and check whether Tiro is active. If it is, don't pay again. Follow "The store shows a subscription, but the app shows me as free" above to restore it.
  </Step>

  <Step title="Check whether this purchase was charged">
    Go to **\[App Store]** → your profile at the top right → **\[Apps & Purchase History]** → **\[Purchase History]** and check whether this purchase appears. If it does, don't pay again. Contact support to avoid a duplicate charge. An older purchase in your history doesn't necessarily mean your subscription is currently active.
  </Step>

  <Step title="Check your payment method and unpaid balance">
    If there is no active subscription or charge for this attempt, go to **\[Settings]** → your name → **\[Payment & Shipping]**. Check for an expired or declined payment method and any unpaid balance.
  </Step>

  <Step title="Use Apple Support or pay on the web if it still fails">
    If Apple's payment screen keeps failing, follow [Apple Support](https://support.apple.com/en-us/108095). After confirming that you have no active App Store subscription and weren't charged for this attempt, you can also pay by card on the web at tiro.ooo. If it only fails in Tiro, send support a screenshot and the time it occurred.
  </Step>
</Steps>

<Note>The **\[Subscriptions]** screen shows your current subscription status, while **\[Purchase History]** shows transaction records. An older purchase in your history doesn't mean the subscription is still active. For in-app purchase refunds, see the [refund policy in the Billing FAQ](/en/guide/workspace/billing-faq).</Note>

## My payment is charged a day before the renewal date

Google Play can start charging up to 24 hours before the scheduled renewal and place a payment authorization hold up to 48 hours before renewal. For App Store purchases, check the charge time in your store billing history. 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](/en/guide/workspace/billing-guide) · [Billing FAQ](/en/guide/workspace/billing-faq)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.