The app is not recognizing my upgrade

If you upgraded to an individual paid plan (Personal Plus or our legacy Individual Premium plan) but the app is not recognizing your upgrade (for example, you are unable to save more than 5 models to My Library), take the following steps:

 

1. Make sure you are logging in with the same account you used to upgrade.

If you think you might have upgraded with a different account, log in with your other email address(es) (if you can't remember your password, you can always reset it) and see if your upgrade is showing up.

A quick way to confirm this is to look at the upper-right corner of the homepage on the web or in the drop-down menu when you tap the Profile icon settings-profile_jun19.png on mobile. If you see an Upgrade Now option, our system is not recognizing your upgrade.

 

2. Select your app below and take the steps provided:

Which app is not recognizing your Premium subscription? Take these steps:
Web (human.biodigital.com)

Click here to open the Account page in the web app, or take the following steps to open it manually:

  1. Log in to the web app.
  2. Click the Profile icon settings-profile_jun19.png in the upper-right corner of the app.
  3. Select Account in the drop-down menu.

Opening this page will usually resolve any syncing issues that may have been present by forcing a sync between your account with our payment services.
iOS
  1. Log out of your account and log back in.
  2. Close the app, reopen it, and log back in to your account.

Usually one of the steps above will resolve any syncing issues that may have been present by resetting the app's memory.
Android
  1. Log out of your account and log back in.
  2. Close the app, reopen it, and log back in to your account.

Usually one of the steps above will resolve any syncing issues that may have been present by resetting the app's memory.

 

If you are still unable to access your upgrade after taking the troubleshooting steps above, you may have upgraded with a different user account. See #1 above.