My payment failed or I cannot complete the purchase

If the purchase stops with an error or nothing happens after you confirm, work through these checks.

Your payment still needs to be confirmed

If the app shows Your payment still needs to be confirmed, sometimes by a parent or your bank, nothing went wrong. The store is waiting for a parent to approve the purchase, for example through Ask to Buy or Family Link, or for your bank to confirm the payment.

• Do not buy again. Pro unlocks automatically once the payment goes through.
• Ask the parent to approve the request on their device, or complete the confirmation step in your banking app.
• If Pro is still not active after the payment is confirmed, see I paid for Pro but it is not active.

This Purchase Isn't Allowed

If the app shows This Purchase Isn't Allowed, your phone or store account refuses the payment. The message can appear after you tap to buy, or as soon as you open the Pro plans. Trying again does not help until you change the setting.

• iPhone or iPad: check your purchase restrictions and payment method. If a parent set up restrictions, ask them to allow the purchase.
• Android: check that Google Play is up to date, that you are signed in with an account that can pay, and that parental controls allow purchases.

If you cannot change the setting, a parent can buy Pro on the website instead. See Buy on the website instead below.

On an iPhone or iPad

• Ask to Buy is on for many family accounts. The purchase waits until a parent approves it in their own device. A parent can also buy directly on our website while the child is signed in.
• Make sure a valid payment method is saved in Settings, your name, Payment & Shipping.
• The App Store country must match your card and address.
• Restart the app and try again.

On Android

• Family Link or parental controls can block purchases. A parent must approve them, or buy on the website instead.
• The Google Play country must match your card. A region mismatch is the most common reason a card is declined.
• Check the payment method in the Play Store under Payments and subscriptions.
• Clear the Play Store cache, restart the device and try again.

On the website

• Try another browser or a private window. Blocked cookies and ad blockers can stop the checkout from loading.
• Check the card details, expiry date and the 3-D Secure confirmation from your bank.
• The checkout only offers the payment methods shown on the payment page. Local methods such as BLIK are not available.

Your renewal payment failed

If the store cannot take a renewal payment, your subscription is not cancelled. The store keeps trying to take the payment for a while.

• The app may show There's a billing issue. Tap Resolve now and check the payment method in your store settings.
• App Store and Google Play: Pro can stay active for a short time after the failed payment. If the payment still has not gone through after that, Pro is paused while the store keeps trying. Pro comes back by itself once the payment succeeds. Do not buy again.
• Website: Pro stays active while Paddle tries the payment again. Update your card through the link in your Paddle email or at paddle.net.

If the store stops trying, the subscription ends. You can buy Pro again at any time.

Buy on the website instead

If a store purchase keeps failing, sign in on knowunity.com with the same account you use in the app and buy there. Pro activates on your account and works in the app as well.

Was money taken anyway?

If your bank shows a charge but Pro is not active, see I paid for Pro but it is not active. If the charge should not have happened, see How do I request a refund?