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I've paid for a subscription; why is the app asking me to subscribe again?

  • Updated
This usually happens if your mobile or tablet isn’t signed in to the right Apple ID or Google account. We’ll explain…

When you bought your CGX subscription, you purchased it through your device’s app store. You might remember getting a receipt email from the Google Play Store or the Apple App Store.

In order to access the premium content on CGX, the app needs to be able to contact your app store to confirm that you have a paid subscription. It does this by checking what Apple ID or Google account your device is signed in to.


I switched from Android to Apple, or vice versa

It’s important to know that you can’t switch your subscription between Android and Apple or vice versa.

  • If your subscription was purchased via the Google Play Store, but you try to use CGX on an Apple device, the app won’t be able to contact the Google Play Store to confirm that you have a subscription.
  • Likewise, if your subscription was purchased via the Apple App Store, but you try to use CGX on an Android device, the app won’t be able to contact the Apple App Store to confirm that you have a subscription.


I’m using an Apple device

If you’re being asked to subscribe again but you’re using the same Apple device you’ve always used, or you’ve switched from one Apple device to another Apple device, work through these steps.

Confirm what Apple ID your device is signed in to

  1. Open the Settings app on your iPhone or iPad
  2. Tap on your name at the top
  3. The email address listed here is the Apple ID your device is signed in to

Confirm what Apple ID your subscription is tied to

  1. Open the Settings app on your iPhone or iPad
  2. Tap on your name at the top
  3. Tap Subscriptions
  4. Your CGX subscription should show here

If your device is signed in to a different Apple ID to the one your CGX purchase is tied to, this will be why the app doesn’t know that you already have a subscription. To fix this, sign in to the correct Apple ID on your device.


I’m using an Android device

If you’re being asked to subscribe again but you’re using the same Android device you’ve always used, or you’ve switched from one Android device to another Android device, work through these steps.

Confirm what Google account your device is signed in to

  1. Open the Settings app on your device
  2. Scroll down and tap Google
  3. The email address listed here is the Google account your device is signed in to

Confirm what Google account your subscription is tied to

  1. Go to accounts.google.com
  2. Make sure you’re signed in to the correct Google account
  3. Tap Payments and Subscriptions
  4. Tap Subscriptions
  5. Your CGX subscription should show here

If your device is signed in to a different Google account to the one your CGX purchase is tied to, this will be why the app doesn’t know that you already have a subscription. To fix this, sign in to the correct Google account on your device.


My device is signed in to the right account, but I’m still being asked to subscribe again

Sounds like something isn’t quite right. Reach out to our Support team and we’ll do our best to figure it out.