You completed the payment, the money left your account, and Docuslice still shows the free plan.
Do not buy it again. You will not be charged twice for the same order, and a payment that got stuck can be found and applied to your account without a second charge — but that last step may need us, so work through the list below and then get in touch.
Why it happens
A purchase is two steps: the payment provider takes the money, then Docuslice records the plan against your account. Almost always they happen together. Occasionally the second step is interrupted — the network drops, the app is closed, the tab is refreshed at the wrong moment — and the payment is complete while the plan is not.
Try these, in order
1. Sign out and back in
This refreshes the plan your app is holding, and it is the fix whenever the purchase was recorded but your session had not caught up. Start here.
2. If the checkout tab is still open, return to it
On the web, an interrupted payment can be picked back up from the checkout screen — but only in the same browser tab. If you closed it, skip to step 5.
3. Check you are on the right account
The plan attaches to the account that made the purchase. If you bought while signed in with Google and are now signed in with an email address, that is a different account. Sign in the way you did when you paid.
4. Check the plan screen
Account settings shows which plan you are on. If it already says Pro but a feature is still locked, it is the session rather than the purchase — sign out and back in.
5. On Android or iOS, open the upgrade screen
The stores keep unfinished transactions, and the app retries them when you open the screen you bought from — not on launch. Open Get Pro / the upgrade screen with a connection. On iOS, use the Restore option there if it is offered.
If none of that works
Email us at [email protected] with:
- The email address on your Docuslice account
- Where you paid — PayPal, Google Play or the App Store
- The date and the store's order or transaction reference from your receipt
That reference is the important one. With it we can verify the payment directly with the provider and apply the plan to your account without you paying again.