Academy

Payments and plans

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Why have I been charged?

For purchases made through Apple Pay, you can request a refund directly from Apple support.

Common reasons for unrecognized charges

Here are some common reasons for charges that might not look familiar and how to manage them.

You have more than one Linearity account

If you used different emails or third-party accounts (e.g. Google, Apple), you may have multiple accounts. Check each account to see if the charge is associated with any of them. Found the account but don’t remember your password? Reset your password.

Contact us for help

If you followed everything above and think your payment details were used for Linearity purchases without your permission, you can request a refund.

If you received a charge but can't locate the Linearity account connected to it, tell us about the issue over email and include the following details:

  • Invoice number, Apple receipt ID (Include a copy or screenshot if you have it)
  • Charge amount and date
  • Email addresses you might have used to sign up

Why have I been charged twice for a Linearity Pro plan?

If you've been double-charged for a Linearity plan, this information might help.

Understand a duplicate charge from Linearity

For Linearity Pro, you're billed either every month or once a year for your plan.

If you notice a double charge on your bill, we suggest doing the following.

Check if you have more than one Linearity account

You might have multiple accounts with Linearity Pro. This can happen if you've used different email addresses, social media logins, or signed up using services such as Google, or Apple. Found the account but don’t remember your password? Reset your password.

To know which account was charged, go to the Manage your subscription tab in Account Profile. If there’s a chance you upgraded to a Linearity plan on your mobile device, review your invoices on the App Store.

If you’re not sure if you have an active Linearity plan, here’s how to check.

  1. Log into your Linearity account with the details you usually use. Or log in using a third-party account, like Google or Apple.
  2. Go to Account Profile and see if you have an active subscription.
  3. If you no longer need your Linearity plan, you can cancel it.

If you followed everything above and think your payment details were used for Linearity purchases without your permission, contact us and include the following details:

  • Invoice number, Apple receipt ID (Include a copy or screenshot if you have it)
  • Charge amount and date
  • Email addresses you might have used to sign up

I can’t use Linearity Pro's features

If you’re using Linearity Pro but can’t access the paid features, there might be an issue with your plan, or you might be on the wrong account. Here are some things to options to check when this happens:

Restore purchases

  1. Go to Linearity Profile in the application
  2. Click on “Manage your subscription”
  3. Scroll down to Restore Purchase
  4. Click on the ”Restore” option
  5. See if your Pro plan was restored.

You may have more than one Linearity account

If you’ve logged into Linearity and Pro features are suddenly unavailable for you, you might’ve logged into a wrong account.

This usually happens if you’ve signed up using different email addresses (e.g. personal vs. work emails) or through social media (e.g. Google, Apple, etc.).

Aside from the features, check for your designs too. If these are missing too, chances are you're on the wrong account.

If you think you may have other Linearity accounts: find your most recent invoice number from Linearity to see the correct Linearity account email.

Your subscription stopped

When you cancel your Linearity Pro subscription, you can still use the Pro features until your paid period ends. Your account will revert to a Starter account after that. To use premium features, subscribe again at any time.

If you’ve checked all solutions listed above and you’re still unable to use Pro features, contact us for assistance. Please be detailed in your request. Make sure to include the following:

  • A screenshot of the account you’re currently accessing
  • Any other email addresses you may have used to create an account
  • Copy of invoice received

I've lost my Pro status. What should I do?

Most often, the reason for that is that you have logged into a wrong account or created a new one instead of logging into your existing Pro account.

Check that you're logged into the correct Linearity account that you originally subscribed to Linearity Pro with.

You can check the email address by going to your Linearity Profile in the software.

If you cannot figure out which account you originally subscribed to Linearity Pro with, please contact support directly and provide a copy of the receipt for the Pro subscription purchase (received via email showing: sum, date, and subscription type).

My Linearity Pro subscription works in Move but doesn't work in Curve

If you've upgraded to a Linearity Pro subscription and are experiencing difficulties with file limits in Linearity Curve while it seems to work seamlessly in Linearity Move (or vice versa), the solution might be simpler than you think. The key is to ensure that you're using the same Linearity account across both applications.

When you subscribe to Linearity Pro, your subscription is linked to your Linearity account, not just the application where you made the purchase. This means that to enjoy the full benefits of your Pro subscription, including unlimited files in both Linearity Curve and Linearity Move, you need to be logged in with the same account on both applications.

Here's a step-by-step guide to ensure your Pro subscription works across both platforms:

  1. Check your account: Open Linearity Curve or Linearity Move and navigate to the Profile section. Here, you can see which account you're currently logged into. Make a note of the email address associated with your account.
  2. Check the other application: Switch to the other application and follow the same steps to verify the account you're logged into. It should be the same email address as the first application.
  3. Log in correctly: If the accounts don't match, log out from the application where your Pro subscription isn't recognized. Then, log back in using the correct account details associated with your Pro subscription.
  4. Synchronize your subscription: Once logged in with the same account on both applications, your Pro subscription should synchronize automatically, granting you access to all Pro features, including unlimited files.

My payment failed or didn't complete

If your payments fail or don’t go through, it’s usually a problem with the card. If you’re experiencing credit card payment errors, it might be one of these problems:

Do you have sufficient funds?

Check your balance and make sure it’s enough to cover the payment.

Is your card expired or invalid?

Check if your card number and expiration date are correct.

Is your transaction authorized by your bank or card provider?

Check with your bank or card provider to confirm if the transaction is authorized or not.

Is your card activated?

If it’s a new card, make sure it’s activated.

Are online/international purchases enabled?

Ask your bank or card provider if you can use your card for online and international purchases.

Still having failed payment issues after checking everything above? Please contact your bank or card provider to help solve this.

There is always the possibility that there is a temporary issue on the chosen payment platform (App Store) - usually that means that you receive an error message and are unable to complete the purchase.

In any case, please make sure to contact the support team of the payment platform with a screenshot of the error message you are receiving.

A quick solution is always to subscribe directly here.

Find invoices for purchases made through the App Store

If you signed up through the App Store, you can generate an Apple receipt ID in the App Store.

  1. Open the App Store.
  2. Tap your profile icon.
  3. Tap your name at the top of the profile page.
  4. Scroll down and choose Purchase History.
  5. Find the order for Linearity Curve or Linearity Move and tap the "Total" label to see the transaction details.
  6. Tap “Resend Receipt” to have it emailed to you again.
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