Issue

You upgraded to one of our paid plans for Individuals—either Personal Plus or our legacy Individual Premium plan— but the app is not recognizing your upgrade. For example, you may be notified that you have reached your 10-view limit, or you are unable to save more than 5 models to My Library.

Troubleshooting steps

Step 1: Make sure you are logging in with the correct account

First, make sure you are logging in with the same account you used to upgrade.

Many users sign up for multiple accounts without realizing it and then forget which account they were logged in to when they upgraded.

If there is a chance you might have upgraded with a different account, try logging in with other email addresses you use and check the subscription listed on the Account page. (If you cannot remember your password, you can always reset it.) 

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

• Click here to open the Account page, or take the following steps to open it manually:

  1. Log in to the web app.
  2. Click the    profile icon in the upper-right corner of your screen.
  3. Select Account from the drop-down menu.

  The act of visiting the Account page forces a sync between your account with our payment services, and therefore usually resolves any syncing issues that may have been present.

• 1. Log out of your account and log back in. If that does not fix the problem, continue to step 2.
  2. Close the app (click here for instructions).
  3. Relaunch the app.
  4. Log in to your account again.

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

• 1. Log out of your account and log back in. If that does not fix the problem, continue to step 2.
  2. Close the app (click here for instructions).
  3. Relaunch the app.
  4. Log in to your account again.

  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, fill out the following form, and a member of our Customer Experience team will follow up to offer additional assistance.