Drops Community

Purchased 1 year premium acc, but cannot use it


#1

Hey there,
I really like your app and purchased a one year premium acc. But I am not able to use it. I tried to log in and out several times and installed the app again. I think the main problem ist, that I purchased the 1 year acc. with my Facebook ID. But now I cannot log in with it. When I try to log in with the Facebook ID, it says that I should used another provider… So what can I do now? Thx a lot in advance. Yours Michael


#2

Hi @Michael79,

Thanks for playing Drops!

Please, send us a message from the app’s Help section, and attach there the receipt of your purchase.

We’ll assist you further, and make sure to sort this out for you!

Cheers,

Gina
@ The Drops Support Team


#3

Hi there,

I have this same issue, purchased in November and have been trying to get help with ZERO resolution for months now. I have not yet been able to actually use my premium subscription and have been ignored by customer service.

Can someone help?
~Hallie


#4

Hi @halliebrewer,

Thanks for playing Drops! We’re sorry for the delay of the response here, and any inconvenience!

As we can see, you have a valid yearly Premium subscription attached to your Drops account.

Please, instead of using your gmail email and password (as it is shown in one of the screenshots in your ticket), try to log in to Drops by using Google Sign In. The subscription belongs to the account you created with Google Sign In.

Let us know if this suggestion helps, or you need further assistance!

Again, sorry for all the frustration this caused!

Cheers,

Gina
@ The Drops Support Team


#5

Hi @halliebrewer,

We’ve received your question

“Can you please do something to reset the clock on this annual subscription, given the months it’s taken to get help?”

Your payment and subscription are handled by Paddle, and we don’t have access to them, so we are not able to reset the expiry date, sorry! Please, message us again when the subscription expires, referring to this conversation, and we’ll make sure to figure out something to provide you with extra time.

Also, let us know if the suggestion to log in with Google Sign In helped to access the Premium features.

Cheers,

Gina
@ The Drops Support Team