Trouble Locating or Restoring Your altitude+ Subscription?

Experiencing issues with your subscription not being recognized can be frustrating, but there are several steps you can take to resolve the problem. Often, a simple restoration of your purchase within the app can fix the issue.

Step-by-Step Guide to Restoring Your Purchase:

1. Access the Platform: Begin by opening either the website or the dedicated application where you manage your Altitude+ subscription.

2. Initiate Login: Navigate to the "Login" section and carefully enter the email address associated with your account.

3. Complete Authentication: Follow any on-screen prompts to successfully log in to your account. This may involve entering a password, a one-time code, or utilizing other security measures.

4. Locate Subscription Settings: Once logged in, proceed to "Account Settings." Within this menu, you should find a "Subscription" section.

5. Restore Your Purchase: On the subscription plan page, scroll down to the very bottom. You will see an option labeled "Restore Purchase." Click this to attempt to re-sync your subscription information.

If the Issue Persists: Providing Additional Information for Support

Should the restoration process not resolve your subscription issue, we will require more details to locate your account and verify your purchase. It's crucial to provide as much accurate information as possible to expedite the resolution.

• Alternative Login Credentials: If you originally used a different email address or signed up with a phone number, please share that information with us. It's common for users to have multiple accounts or use different contact methods, which can lead to confusion.

Key Details to Help Us Locate Your Purchase:

To pinpoint your subscription effectively, please provide the following information based on where your purchase was made:

• Web Purchases: If you subscribed directly through our website, please provide the last 4 digits of the credit or debit card used for the transaction. This helps us match your payment to our records.

• Google Play Purchases: For subscriptions made via Google Play, we require the GPA transaction number. This is a unique identifier that typically looks like GPA.1234-5678-9012-34567. You can usually find this in your Google Play purchase history or on your receipt from Google.

• Apple (iOS) Purchases:

  • "Sign in with Apple" Users: If you utilized the "Sign in with Apple" feature, please share the full email address displayed in your account settings. This often ends with @privaterelay.appleid.com. Apple generates these unique relay email addresses for privacy, and we need the exact address to find your account.

  • Standard iOS Purchases: For all other iOS device users, you can also manage your email and view purchase details by following this link directly to Apple's support page.

• Amazon or Roku Purchases:

  • Email Verification: Please verify if the email address associated with your Amazon or Roku account is different from the one you initially provided to us.

  • Provide Correct Email or Screenshot: If the emails differ, please share the correct email address. Alternatively, a screenshot of your active subscription from your Amazon or Roku account can also serve as proof of purchase.

Additional Supporting Documentation:

To further assist us in verifying your subscription, if possible, please attach a copy of the receipt or confirmation email from your bank. This should include any relevant transaction or reference numbers that can help us trace your payment. This financial documentation is often the most reliable way to confirm a purchase.