Why is my account still free after I purchased a membership?

If your account is still showing as free, please check the following:

1. Confirm your payment was successful

Make sure you received a payment receipt. If your payment appears as “pending” on your bank statement, it may not have gone through. Banks temporarily hold funds during processing, and if the transaction fails, the pending charge will be removed and your money will be returned.

2. Log in to the correct account

You may have signed up using a different method. ELSA supports login via Email, Facebook, Apple ID, or Google. Try logging in with different credentials to find the account with your active subscription.

Refer to the login instructions for more details.

3. Purchased on a Guest account

If you subscribed using a Guest account, please follow the instructions on the dedicated support page.

4. Still having issues? Contact support

If you cannot access your membership, please contact us at [email protected] and include: Your payment receipt and your User ID.