Paid but show free account

[Joannieyuen]

I have paid the premium for family subscription on Jan 18 but today when I log in my account, it has shown that my account is free instead of a premium one.

Plan

Free/Premium

Country

 Hong Kong

Device

(iPhone 6s) 

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

 My brother has paid the premium for family subscription on Jan 18 but today when me and my brother log in my account, it has shown that both of our accounts are free instead of a premium for family one. I don't want to pay again since we have already paid on Jan 18 and it is not Feb 18 yet. Thank you!

[Bittencourt]

Hi @Joannieyuen, thanks for writing!

Has your account suddenly changed to Free, or was it never Premium (even after the subscription)?

Anyway, please follow this guide to finding any other accounts you might have subscribed to Premium and let me know if this helps.