I’ve purchased a subscription but I’m still on the free plan

It’s good to know about licensing in Explain Everything when creating an account or purchasing a subscription. Only an account assigned to an email address allows you to use Explain Drive, and a subscription on any device.

There might be a few scenarios when you’ve already purchased a subscription but it seems like you’re still on the free plan. The first step is to determine where the subscription was purchased from.

When signing in to your account on any device, you should always sign in the same way that you used when creating the account.

I purchased my subscription through the App Store

If you have a subscription but at the same time you seem to be on a free plan, this might mean that you’re not signed in to your paid account. In this case, we recommend you follow these 2 steps.

1. Check if your subscription is active on the same device you used to purchase it

First of all, check if your subscription is active on the same iOS device you used to purchase it through the App Store.

1. Open the Explain Everything app.
2. Make sure that all your projects are saved on your device. Open the Library. You will find all your cloud projects in My Drive. Download the ones you wish to keep and are not on your device yet.
3. Go to the  Main Menu in the upper right corner.
4. Select your username.
5. Select Sign out.
6. Select Sign in or create an account.
7. Select the Restore Purchase option.
8. If you’re signed in to your paid account, it worked! You can now proceed to the next section of this article.
9. If it didn’t work, please make sure that you purchased the subscription using your Apple account.

2. Set up your password and update your profile with your email address

If you haven’t filled in your profile yet, it’s best to do this now so you can fully benefit from using your subscription on any device.

1. Open the Explain Everything app on your iPad or iPhone.
2. Go to the  Main Menu in the upper right corner.
3. Select your username.
4. Make sure your subscription is active.
5. Select Email and password.
6. Enter your email and new password.
7. Select Save.

Note If the email address that you're entering is taken, this means you might have created a separate account with it, and that’s probably the free one. In this case, you can delete the free account and then use the email address again immediately.

I purchased my subscription through the Google Play

If you have a subscription but at the same time you seem to be on a free plan, this might mean that you’re not signed in to your paid account. In this case, we recommend you follow these 2 steps.

1. Check if your subscription is active on the same device you used to purchase it

First of all, check if your subscription is active on the same Google device you used to purchase it through the Google Play.

1. Open the Explain Everything app.
2. Make sure that all your projects are saved on your device. Open the Library. You will find all your cloud projects in My Drive. Download the ones you wish to keep and are not on your device yet.
3. Go to the  Main Menu in the upper right corner.
4. Select your username.
5. Select Sign out.
6. Select Sign in or create an account.
7. Select the Restore Purchase option.
8. If you’re signed in to your paid account, it worked! You can now proceed to the next section of this article.
9. If it didn’t work, please make sure that you purchased the subscription using your Google account.

2. Set up your password and update your profile with your email address

If you haven’t filled in your profile yet, it’s best to do this now so you can fully benefit from using your subscription on any device.

1. Open the Explain Everything app on your Android device or Chromebook.
2. Go to the  Main Menu in the upper right corner.
3. Select your username.
4. Make sure your subscription is active.
5. Select Email and password.
6. Enter your email and new password.
7. Select Save.

Note If the email address that you're entering is taken, this means you might have created a separate account with it, and that’s probably the free one. In this case, you can delete the free account and then use the email address again immediately.

I purchased a subscription through the Website

Your subscription will be available if you’re signed in to your paid account properly. Check if you’re on a paid account and sign in to any other device with the same email address and sign-in option that you used when creating the account.

1. Check if you signed in to the Explain Drive with your paid account 

This way you can eliminate a situation in which you’re using multiple accounts or keep signing in to the free one.

1. Go to the Explain Drive.
2. If you’re already signed in, select Account. Skip forward to step 4 if you’re about to sign in.
3. Select your Profile and choose the Sign out option.
4. Select Sign in.
5. Choose the same sign in option that you selected when creating your account, for example Sign in with Google, or Clever, or simply by using an email address and a password.
6. Go to My account by clicking on your name.
7. Check if you’re on a paid account and what email was used to create it.

Still not on your paid account? Double-check the email address that you provided when subscribing. You should have received a confirmation email after you created your paid account.

1. Go to your email account and find the confirmation email so you can make sure that it’s the right one.
2. Remember that if you have multiple email addresses connected with one account you still have to use exactly the same one you provided when creating your account – for example an email alias.
3. Double-check the spam folder.
4. If you can’t find the confirmation email, this means that you probably used a different one.
5. Make sure that you use exactly the same email address to sign up that’s assigned to the paid account that you created.