Most Polarsteps Plus issues come down to a few common patterns. Please, try these steps before getting in touch — there's a good chance one of them solves it.
I subscribed but don't see Plus features
This is the most common one, and it usually has a simple cause.
1. Make sure you're signed into the same Polarsteps account you subscribed on. If you have more than one Polarsteps account, Plus only applies to the one that subscribed.
2. Try to 'Restore past purchases'. This tells the app to re-check your subscription with Apple or Google.
- Open the app
- Go to the app settings
- Open 'My subscription'
- Tap 'Restore past purchases'
It checks with Apple or Google whether you have an active subscription tied to your current account, and re-activates Plus if you do.
3. Close the app fully and reopen it. Sometimes a fresh start is all it takes.
4. Check which Apple ID or Google account paid. If you subscribed using a different Apple ID or Google account than the one you're signed into now, Plus won't show up. Sign in with the original account to verify, then come back.
5. Give it a few minutes. On rare occasions there's a short delay between purchase and activation.
If none of these work, contact us through this form and include:
- The email on your Polarsteps account (settings > account > email)
- The platform you subscribed on (iOS or Android)
- Your app version (settings > scroll all the way to the bottom)
- A screenshot of your purchase confirmation, if you still have it
I changed phones. Will I keep Plus?
Same platform (iPhone → iPhone, or Android → Android): Yes. Sign into your Polarsteps account on the new device and run Restore Purchases. Your subscription follows your Apple ID or Google account.
Different platforms (iPhone → Android, or the other way): Yes. Your Polarsteps account will still have access to all the Plus features, but your subscription is still registered where you originally purchased it through Apple or Google. If you want to transfer your billing, you'd need to cancel one and start a new subscription on the other platform.
A specific Plus feature isn't working
If a feature isn't behaving as expected:
- Update the Polarsteps app to the latest version
- Close the app and reopen it
- Open the app settings and tap 'Sync now'
- Restart your phone
If it still isn't working, please send us a message through this form with:
- The feature that's affected
- What you expected vs. what happened
- Your app version (settings > scroll all the way to the bottom)
- Your phone model and OS version (e.g., iPhone 14, iOS 17.2)
- A screenshot or screen recording if possible