If you paid for a Basic, Pro, or Premium membership but you are not seeing that reflected on your account, there are a few things that might be happening:
- Your membership may have lapsed due to failed payments.
- Your access to trips may be limited due to your membership level. If you see a Basic, Pro, or Premium badge on your profile page, learn more about the access included with each level here.
- You may have created a second account linked to an alternate email address. This is the most common reason, and it often happens accidentally when Facebook or Apple SSO (single-sign-on) is used to quickly login to Roadtrippers.
Here are some steps to troubleshoot this problem:
- Consider if you have any other email addresses that you may have signed in with - maybe a work or school email, or an email address belonging to someone else in your household. If you use an Apple device, check if you signed in using Apple ID with "hide my email"..
- Sign out of Roadtrippers.
- Log back into Roadtrippers using your other email address or SSO login, if you think you may have used that before. If you forgot your password, select "Forgot Password?" at login.
- Check your profile for a membership badge. Hopefully, you'll see the membership level you expected reflected! If not please reach out to our support team with any emails you've tried or suspect might be associated with an account.
If you notice your membership is showing while signed in on one platform (website or app) but not the other (website or app), you are likely signed into two separate accounts.
Here are some steps to troubleshoot this problem:
- Check your profile on each platform to see what email address is linked to the account you're logged into. Compare what you see on the website versus in the app:
In mobile app: Open the app and go to the Profile section. Tap the gear icon in the upper right. Look at the username and/or email fields
On the website: Go to https://roadtrippers.com/. Click your profile icon in the upper right. Click the Edit Profile button, and select Account from the settings options on the left. Check what you see in the username and/or email fields.
- If you notice different emails listed for your accounts on the app and website, note which account has your membership on it. Then, sign out of the free account and sign back in using the email associated with your membership.
If you still need help, please reach out to our support team. Be sure to let us know what information you know, and what steps you've already tried! If you paid for a Roadtrippers membership on our website, let us know the card type used, last 4 digits on the card, date the purchase was made, and the expiration date so that we can locate your subscription. (Note that we cannot search for in-app purchases this way.)