Premium queries

I have already paid but the app still asks me to upgrade

Premium attaches to the account you were signed in with when you bought it. If you have signed in with a different email since, the purchase will not follow you — sign out and back in with the account you paid on.

If that is not it, open the premium screen and choose Restore purchase, with a decent connection. That re-checks your receipt with the store.

Still stuck? Email support@familynestapp.com with the email you paid on and we will activate it by hand.

I bought a family pack but my family are still asked to upgrade

Linking is not automatic — you choose who gets it. Open the premium screen, tap Manage linked premium, and set each member yourself. Do it once and check; if it does not take, send us the emails involved.

I have subscribed for a long time and it suddenly asks me to upgrade

Get in touch. Long-standing subscriptions occasionally need reconnecting after a systems change, and we can fix it from our side quickly. Email support@familynestapp.com with the account email.

I cannot see the option to restore a purchase

Update to the current version of the app — iPhone · Android. The restore option lives on the premium screen.

It says “no purchases found” when I try to restore

The store account matters, not just the app account. On Android, check Google Play is signed in to the account that made the purchase — open Play, tap your profile, and switch accounts if needed. On iPhone, check the Apple Account in Settings is the one you bought with.

How do I cancel?

Subscriptions are managed by the store, not by us. On iPhone: Settings → your name → Subscriptions. On Android: Google Play → Subscriptions.