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.

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.

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?