Before you start: where you were charged
Spanner subscriptions are usually billed through the app store you used to download Spanner (Apple App Store or Google Play). Your receipt will show which one.
If your receipt mentions Apple or Google, your subscription is managed in that store (including renewals, cancellations, and refunds).
Quick check
- On iPhone/iPad: open the App Store app → tap your profile icon → Subscriptions.
- On Android: open Google Play → tap your profile icon → Payments & subscriptions → Subscriptions.
Common questions
Most charges fall into one of these categories:
- New purchase: you started Spanner Pro.
- Renewal: your subscription renewed automatically at the end of the billing period.
- Price change after a plan switch: you changed plans (for example, monthly to yearly) and your store adjusted the billing.
- Tax: your region may add sales tax/VAT.
Open the receipt for the charge in your email (or in the App Store / Google Play purchase history). The receipt usually shows the plan, the date, and whether it was a renewal.
Your subscription renews on the date shown in your store subscription settings.
- Apple: App Store → profile → Subscriptions → Spanner → look for Renews.
- Google: Google Play → profile → Payments & subscriptions → Subscriptions → Spanner → look for Next billing date.
If you cancel, you typically keep access until the end of the current paid period (the store will show the exact date).
This is expected in most cases. Cancelling usually stops the next renewal, but you keep Pro features until your current billing period ends.
To confirm, check the end date in your store subscription screen (look for a message like “Expires on …” or “Access until …”).
Receipts come from the store that processed your purchase:
- Apple: look for an email receipt from Apple, or open your Apple purchase history (Apple ID purchase history).
- Google: look for an email receipt from Google Play, or open Google Play purchase history.
If you need a receipt for work or reimbursement, search your email for “receipt” plus “Apple” or “Google Play” and the date of the charge.
First, check whether the “extra” charge is one of these common situations:
- A pending authorization: a temporary hold that usually disappears.
- Two active subscriptions: you may have subscribed on two different accounts (for example, different Apple IDs / Google accounts).
- Plan change timing: switching monthly/yearly can create proration/adjustments depending on the store.
In the App Store / Google Play, confirm there is only one active Spanner subscription.
Open the receipts for both charges and compare dates and descriptions (renewal vs. new purchase).
If one charge says Pending, wait 24–48 hours—many pending holds drop off automatically.
If you see two subscriptions under different store accounts, cancelling one of them prevents future renewals—but choose carefully so you don’t cancel the one you actually use.
If a renewal payment fails, the app store will usually retry automatically. During this time you might see Pro access pause or change.
Open your store’s payment settings and confirm your card/balance is valid.
In the store subscription screen for Spanner, look for an option to Update, Resubscribe, or Retry (wording varies).
Close and reopen Spanner after the payment succeeds.
Spanner can’t directly “force” a charge to go through—only the store can process payments.
This is usually a restore/sync delay, being signed into a different account, or the purchase being tied to a different store account.
Make sure the Spanner subscription shows as Active in the App Store / Google Play.
In Spanner, open your account/profile area and confirm you’re using the same sign-in method you normally use.
Close Spanner completely and reopen it. If there’s a Restore Purchases option in Spanner’s settings, use it.
On your device, confirm you’re using the same Apple ID / Google account that made the purchase.
If you recently changed phones, reinstalling Spanner and signing into the correct store account + your Spanner account usually resolves access mismatches.
Try these fixes in order:
Switch between Wi‑Fi and cellular (or try a different network) and try again.
Fully close Spanner and reopen it.
Open the App Store / Google Play and confirm you’re signed in and can download/update apps.
Install any pending OS updates and update Spanner from the store.
Store services can have temporary outages; waiting 30–60 minutes can help.
If your purchase fails repeatedly, avoid rapid retrying. Some payment providers may temporarily block repeated attempts.
Refunds are handled by the store that processed the payment (Apple or Google). Check your receipt to see which store billed you, then request a refund through that store’s refund flow.
Eligibility and timing depend on the store’s policies and your region.
If you don’t recognize a charge, act quickly—especially if you suspect unauthorized use.
Look for the exact product name, date, and the account used (Apple ID / Google account).
If you use Family Sharing (Apple) or share a device, someone else may have purchased it.
Change your Apple ID / Google account password and review recent purchases.
Use Apple or Google Play’s purchase support to dispute or investigate the charge.
Troubleshooting checklist (quick)
- Confirm Spanner subscription is Active in the App Store / Google Play.
- Make sure you’re on the same store account that made the purchase.
- In Spanner, ensure you’re signed into the same Spanner account you normally use.
- Close and reopen Spanner (or restart your phone) to refresh access.
- Check for pending charges vs. completed charges in your receipt history.
Related help
Upgrade, cancel, and confirm your billing status.
What you get with each plan and how limits work.
Fix account access issues that can affect purchases.
Links above may appear in your Help section depending on how your documentation is organized.