Your subscription may not be accessible for the following reasons:

A.) You're logged in to a different account

B.) Your purchase wasn't recognized

You can do the following to solve this:

A.) Make sure you are logged in to your Premium account

We offer several options to log in to our app. You can log in by using your email address and password but also use social logins like Google, Facebook (depending on device: Apple or WeChat).

First, check which email address or login method you are using in the account with no Premium access - to rule it out.

To do that, click on the cogwheel icon in the lower left-hand corner of the app if you are using a tablet.

If you are using a smartphone, please click on "My Songs" at the bottom of the screen. In "My Songs", you will find the cogwheel icon in the upper left-hand corner.

A window will pop up where you'll see your current user name and login method.

Then, click on "Log out"

Next, check your email inbox(es) (also the spam folder) for an email with the subject line "Welcome to flowkey Premium" to identify the email address of your flowkey premium account.

Please note: If a social login like Facebook or Google is used, our app will save the email address that is assigned to this account.

So if you received our "Welcome to flowkey Premium" email on an email account that is associated with your Facebook or Google account, that's your login method.

Now, make sure to use this email address or social login to log into the app.

Gmail address vs. Google login

Logging in via your Google ID and logging in via your Gmail address and password are seen as two different login methods in our app.

So if you logged in with your Gmail address and password but couldn't access any Premium content, then try logging out and logging back in with your Google ID - or vice versa.

If you're not sure which login option you initially chose, please try both options.

B.) Get in touch👋

To check your purchase, our support team will need the purchase order ID of your subscription or the email address that is assigned to your Google account.

The purchase order ID can be found in the payment receipt that you receive via email. It starts with “GPA” followed by a series of numbers. With this information, our support team will definitely be able to help you!


If you have already tried the above and continue having trouble, please send us a message using the in-app chat or via email to [email protected]

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