Troubleshooting Pro Account Upgrade Issues

Introduction

If you're having trouble upgrading to a Pro account or accessing Pro features, this guide can help you identify and resolve the most common causes. In many cases, the issue is related to the account you are signed in to or whether your accounts need to be merged.

Issue description

Customers may experience problems when trying to upgrade to a Pro account, including difficulty completing the upgrade, account merging issues, or not seeing Pro features after upgrading.

Signs

• You cannot complete the Pro upgrade process.
• Pro features do not appear after the upgrade.
• You may have multiple accounts under the same name.
• Your email address or phone number needs to be updated.

Basic troubleshooting steps

• Make sure you are logged into the correct account.
• Check whether you have more than one account under the same name.
• Log out and log back in after any account changes are made.
• Confirm your email address and phone number are up to date.

Advanced troubleshooting steps

Step 1: Confirm the correct account

Sign in to the account you used to purchase or activate Pro. If you are unsure which account is correct, check the email address or phone number associated with each account.

Step 2: Merge duplicate accounts if needed

If you have multiple accounts under the same name, they may need to be merged. Contact support to request an account merge if you cannot access your Pro features from the expected account.

Step 3: Log out and back in

After your accounts are merged or your upgrade is completed, log out of your account and sign back in. This refreshes your account status and should display your Pro features.

Step 4: Update your contact information

If you need to update your email address or phone number, go to the My Family section of your profile and make the necessary changes. For detailed instructions, refer to the help article on updating account information.

Contact support

If you still cannot upgrade to Pro or access Pro features after following these steps, contact support for further assistance. Be sure to include your account details and a description of the issue.

Additional resources

Related help article: Updating account information

Conclusion

Most Pro upgrade issues can be resolved by confirming the correct account, merging duplicates if necessary, and signing out and back in after changes are made. If you need to update your contact details, use the My Family section in your profile.