A paid subscription is usually attached to a different Skriber login, sign-in method, store account, or organization membership than the session you opened.
First: protect any active recording
Do not sign out, reset the app, clear app data, or reinstall while a recording or upload is in progress. Finish or recover it first.
1. Compare the emails
Open Settings → My Account and compare the displayed email with the email on the receipt or checkout confirmation. A different email usually means a different Skriber account.
2. Use the same sign-in method
Choose Google if the paid account was created with Google.
Choose Microsoft for a Microsoft or organization login.
Choose Apple for an Apple login. Apple Hide My Email may use a private-relay address.
Use password reset only for an email-and-password account.
3. Check the billing channel
For a website purchase, open Settings → My Plan.
For an Apple or Google Play purchase, confirm the subscription under the same Apple ID or Google account and use Restore Purchases if the app offers it.
For a group plan, confirm that the organization administrator invited the same email you use to sign in.
4. Look for a duplicate account
If two emails or sign-in methods show different notes, stop switching between them and contact support. Support can identify the paid account and advise whether the accounts can be reconciled.
Related guides
Still need help?
Open the support messenger in the bottom-right corner of this Help Center. Include the email on your Skriber account, the device and app or browser you used, a short description of what you see.
Do not send passwords, full payment-card numbers, or unnecessary patient-identifying information.