If your subscription appears missing, has expired, or is not unlocking content, follow the steps below to resolve it without waiting for a reply.
Step 1 — Verify your subscription is active on your platform
Subscriptions are managed by the platform you purchased through, not by Galatea directly. Check that it is still active:
- iOS (Apple): Go to Settings → [Your name] → Subscriptions and confirm Galatea shows as Active.
- Android (Google Play): Open the Google Play app → tap your profile → Payments & subscriptions → Subscriptions.
- Web (galatea.com): Log in and check your account page for subscription status.
💡 Note: Deleting the Galatea app does not cancel your subscription. If you deleted and reinstalled the app, your subscription is most likely still active — just sign back in to the same account to restore access.
Step 2 — Make sure you are signed in to the correct account
Your subscription is linked to the specific account you used when you purchased it. If you sign in with a different method (e.g. Apple instead of Google), you will land in a separate account with no subscription.
Try each login method — Apple, Google, email — until you find the account that shows your subscription. See I can't log in to my account for help identifying the right login method.
Step 3 — Restore your purchase in-app
- Open the Galatea app.
- Tap the More tab in the bottom right corner.
- Tap Restore Purchase.
This re-syncs your account with your app store and should restore your subscription access.
Step 4 — Additional troubleshooting
- Force-close and reopen the app — sometimes the app needs a refresh to recognise an active subscription.
- Check your internet connection — subscription status requires a live connection to verify.
- Update the app — make sure you are running the latest version of Galatea.
Still not working? Contact us
⚠️ Before you contact us: Please have your User ID ready — it helps us find your account instantly. How do I find my User ID?
If none of the steps above resolved the issue, contact us and include:
- Your User ID
- The platform you subscribed on (iOS, Android, or Web)
- A screenshot of your subscription status from your app store or account settings
- The date your subscription stopped working