Frequently Asked Questions

Already purchased a subscription but my account is still free

Step 1: Ensure the payment was made successfully and you received a receipt.

If your ELSA payment is marked as ‘pending’ on your bank statement, it might not have gone through successfully. When you submit a payment, your bank puts the funds aside as ‘pending’. If the payment fails, the pending status will expire and the funds will be returned to you.

Step 2: Try to log out and log in to the same account you used to purchase.
This can force an update between your device and account.

Also, check you’re using the right login details. You might have signed up to ELSA with a different account. To access your pro membership, you need to log in to the same account that you used to purchase earlier.

Step 3: If you do not remember which account you used to purchase ELSA Pro, please contact us at [email protected] and attach your receipt of payment.

How to find the receipts:

– If you subscribed by an iPhone: please find the Apple receipt in your Apple ID email. 

– If you subscribed by an Android device: please find the Google receipt in your Gmail. 

– If you subscribed from our website: please find an ELSA receipt/ PayPal receipt in your email inbox. 

If you subscribed to a free trial and have not been charged, send us the user ID of your current ELSA account:

1. Go to Your Profile and tap on Setting icon

2. Choose Feedback and Sharing

3. Choose Copy User ID to clipboard

4. Open your email and paste the user ID to the email and send it to us.

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