I can't access the Equilab Premium (subscription) features

There may be several reasons why an Equilab Premium subscription is not appearing in your app as expected:

Different account

Most often, the loss of Premium features is caused by users accidentally creating or logging into a different account that does not have a Premium subscription.

If your account is missing your recent data or rides, it's likely that you may be in another account. To see how to best resolve this, email our support team or check out this article.

Online subscriptions

It can take up to 24 hours for subscriptions purchased online at https://equilab.horse/billing to be activated in your app. If you have confirmed a subscription purchased and received an email receipt but do not yet have access, please contact our support team.

If neither of the above possibilities represent your situation, check to make sure that you have an active subscription in either the Apple App Store or Google Play Store. (Sometimes they can get cancelled if there was an issue charging your payment method.) To see if you have an active subscription, click one of these links depending on whether you use iOS or Android.

If you do have an active subscription, take the steps outlined below.

• For Apple iOS users:
  1. Go to Equilab > Profile > Settings > Press "Restore Purchases"
  2. Close the app 
  3. Open the app and see if you have access to the premium features once again
• For Android users: please email our support team at the address below with a copy of your email receipt from Google (or a screenshot from your Google Play account on your phone)