I've bought the Premium Duo but it doesn't change it says individual

[25565587]

I've bought the Premium Duo but it doesn't change it says individual, i wanted to invite a friend but it still says that i have individual subscription, what should i do now?

[Lyubka]

Hey @25565587,

Thank you for reaching out here in the Community!

Can you start by taking a look at your Receipts page? If you don't see the payment for Duo there, it means that it hasn't gone through successfully on our end yet and that might be the reason why the subscription is still not converted and you're not able to invite your friend.
 

If the above is not the case, it's also worth checking if you're logged in the account that you paid Duo for because it sounds like you're logged into two different accounts. You can head to this page to see what you can do to check if have a second account with us. 
 

Give us a shout if you have any further questions.

[e7mjlavwscf33szk1p3g]

Good Morning I received the payment receipt for the Duo account, but the individual premium still appears, the payment was through an annual plan slip

[Zako1]

Hi. I seem to have the same problem. I tried to upgrade to premium duo. I was billed for duo (reflected on receipt page) but account still shows individual. 

[chica25573294]

I'm facing the exact same problem. Charged for Premium Duo but it still shows Individual. No way to do anything from my account page. HELP!

[AlejaR]

Hey folks,

Thanks for your replies and for the info shared. 

@e7mjlavwscf33szk1p3g, keep in mind that if you made an annual payment, but you already had an active plan in your account, most likely the time you paid for was accumulated with the one remaining for the previous one. If that's the case, you can see the changes in your next billing date.

@Zako1, @chica25573294, from what you're kindly mentioning, it appears to be the same scenario faced by @e7mjlavwscf33szk1p3g. In that case, it doesn't mean the time you paid for is lost. If you, for example, paid for one month of Premium individual on the 4th of November, and then paid for Duo on the 20th of November, the Duo plan will only activate once the individual Premium time has expired. In that example, would expire on the 4th of December and then the Duo plan would activate.

Remember you can always reach out to our Customer Support team, so they can help you to check your accounts and billing dates more thoroughly. You can find out how to contact them here.

We hope you found this helpful. Let us know if you need anything else.