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How to Fix Free Trial Charged but Premium Access Not Received
Question details
The user was billed for a subscription after a free trial ended without receiving premium features, and seeks to know how to get a refund and cancel the plan.
- Product
- Mobile App
- Device & OS
- not provided
- Scenario
- A mobile free trial expired, resulting in an automatic charge, but the premium app features remained locked.
- Observed behavior
- The user's payment method was charged the first monthly subscription fee, yet the application still restricts access to premium functionalities.
Verify which platform you used to start the free trial (such as the Apple App Store or Google Play Store), as refund and cancellation processes depend entirely on the payment provider.
Request a Refund from Your App Store Provider
If your purchase was made through an app store, the payment is processed by Apple or Google. You must contact them directly to request a refund.
App developers do not have access to Apple or Google billing systems. Therefore, refunds for subscriptions started via mobile app stores must be requested through the respective store's customer support.
Check your email for a digital receipt to confirm whether the purchase was processed by Apple or Google.
Go to reportaproblem.apple.com in your web browser, sign in with your Apple ID, select 'Request a refund' from the dropdown menu, and choose the specific app subscription.
Go to play.google.com, click on your profile icon, select 'Payments & subscriptions', find the specific order under 'Budget & order history', and select 'Request a refund' or 'Report a problem'.
Cancel the Active Subscription
Uninstalling or not using the app does not automatically cancel your subscription. You must actively cancel it through your device settings to prevent future charges.
Seamlessly Manage Your WPS Office Premium Subscription
Avoid billing confusion by managing your WPS Office subscription directly. WPS Office offers cross-platform premium access, allowing you to edit PDFs, convert documents, and access advanced tools on Windows, Mac, iOS, and Android with a single account.
- 1. Log into your account: Open WPS Office and sign in using the exact account credentials tied to your premium purchase.
- 2. Access the Account Center: Click on your profile picture or avatar in the top right corner of the application.
- 3. View active plans: Navigate to the 'Subscription' or 'My Orders' tab to verify the status of your premium access.
- 4. Restore purchase on mobile: If you are using the mobile app and premium is missing, go to Settings and tap 'Restore Purchase' to sync your App Store payment with your WPS account.
Frequently Asked Questions
Why didn't I get premium access after being charged?
This typically occurs if you are logged into a different account than the one used for the purchase, or if there is a synchronization delay with the app store. Try tapping 'Restore Purchase' within the app's settings.
Does deleting the app cancel my free trial?
No. Deleting or uninstalling an app will not cancel your subscription contract. You must manually cancel the subscription in your Apple App Store or Google Play Store settings to avoid being charged.
How long do I have to request a refund from Apple or Google?
Refund windows vary by platform. Apple generally reviews requests made within 14 days, while Google Play allows refunds within 48 hours for most apps. You must check the specific store's refund policies for exact details.
