I paid but my subscription isn't active yet

You sent the money, you're waiting, and your plan still isn't working? First things first: check the payment's status. The status tells you exactly where the problem is.

The 30-second fix: check the status

• On the website: open Account, and in the Your subscription card click My payments.
• In the app: open Account, tap "Choose a plan" or "Renew or change plan" under your name, and scroll down to My payments on the My plan page.

hessety.com

If the status is "Awaiting payment"

This is the most common reason by far: you transferred, but you didn't upload the transfer screenshot. Without the screenshot, the payment never even reaches review.

1. In Account on the website, you'll see "One step left: upload your transfer screenshot" at the top. Click "Upload the transfer screenshot".
2. In the app, you'll see the same message in My plan, with an "Upload the transfer screenshot" button.
3. Choose the screenshot of the transfer success message, and press "Send for review".

The full steps are in Paying step by step.

If the status is "Under review"

We got your screenshot, and we're checking it. That's usually done within a few hours, and as soon as it's confirmed you get a notification and an email: "Your payment is confirmed".

• You don't need to upload the screenshot again, or start a new payment.
• Have a lesson coming up, and your trial or subscription has ended? Message us from Messages → Hessety team, and tell us when your lesson is.

If the status is "Rejected"

The reason is written under the payment, and you got it in a notification and an email: "We couldn't confirm your transfer". Read the reason, press "Upload the transfer screenshot", and upload the right one. The details are in After you upload the screenshot.

If the status is "Not completed"

This payment page closed without a screenshot: either 7 days went by, or you opened newer payments after it.

• Haven't transferred yet? Start a new payment from the beginning.
• Already transferred? Start a new payment with the same plan, duration and method, and if the amount is the same, upload the transfer screenshot you have. If the amount is different, message the Hessety team before you transfer again.

If the status is "Paid" but your plan isn't showing

• In the app: pull the page down to refresh, or close the app and open it again.
• On the website: refresh the page.
• If you still see your old plan, sign out and sign in again.

Can't find your payment in "My payments" at all?

Then you didn't start a payment from your account before transferring, or you started it from another account. Sign in to the right account, start the payment from Paying step by step, and upload the transfer screenshot you have.

Still need help?

Message us from Messages → Hessety team, or at [email protected]. Tell us the amount, the payment method and the number you sent from, and send the transfer screenshot.