If you purchased FITIV Pro but the app still shows the free version, your purchase is almost always fine. In most cases, the FITIV app has not yet refreshed your purchase from Apple or Google, or you are signed in to a different account than the one you used to buy.
Why Is My FITIV Pro Membership Not Showing?
FITIV Pro is purchased through Apple or Google and then linked to your FITIV account. If either side does not match, Pro features stay locked. The most common causes are:
- You are logged in to a different FITIV account than the one you used when purchasing.
- Your device is signed in to a different Apple ID or Google account than the one used to buy.
- Apple or Google is still processing the purchase.
- The app needs to refresh your membership status.
Step 1: Confirm Your Purchase Is Active
Start by checking that the store shows FITIV as active.
On iPhone or iPad: Open Settings > your name > Subscriptions and find FITIV Pulse.
On Android: Open the Google Play Store > profile icon > Payments & subscriptions > Subscriptions and find FITIV Pulse.
If FITIV Pulse is not listed, or the payment failed, the purchase was not completed. Check your payment method in your Apple ID or Google account settings and try again.
Step 2: Refresh Your Membership in the App
If the purchase is active, help the app pick it up:
- Restart the app. Close FITIV completely, then reopen it.
- Restore your purchase. Go to More (•••) > Membership and tap Restore Purchases.
- Log out and back in. Go to More (•••) > Account > Log Out, then log back in.
✅ Success Tip: Once the app refreshes, Pro features unlock right away. No reinstall is needed. |
Step 3: Make Sure Your Accounts Match
Your membership is tied to both your store account and your FITIV account.
- Confirm your device is signed in to the same Apple ID or Google account used for the purchase.
- In FITIV, go to More (•••) > Account and confirm the email matches the FITIV account you used when you subscribed.
| ⚠️ Alert Tip: Signing in with a different method than the first time (for example, email instead of Apple) creates a new, separate FITIV account. |
If you have two FITIV accounts on the same Apple ID, your Pro membership follows your Apple ID and activates on the account you are signed in to. Your workout history and metrics do not move with it. They stay in the account where they were recorded, so to see them, log out and sign back in with your original sign-in method.
Is My Family Subscription Not Showing?
I just bought the Family plan
Family members can take up to 1 hour to see FITIV Pro after the subscription is shared. During that time, make sure every member has accepted the invitation to your Apple Family Sharing group and is signed in to FITIV with their own account.
The Family plan does not include a free trial. It is charged as soon as you purchase it, and the organizer is the only person billed.
I switched from FITIV Pro to the Family plan
When you switch from an individual FITIV Pro subscription to the Family plan, Apple schedules the Family plan to start only after your current subscription ends. Until then, your family members will not see FITIV Pro.
To check the start date, open Settings > your name > Subscriptions > FITIV Pulse.
| ℹ️ Pro Tip: Want your family to start right away? Contact the FITIV Support Team. Ask each family member to go to More (•••) > Account in FITIV and send us a screenshot of that screen. We will activate temporary access for them until your Family plan starts through Apple. |
For setup steps, see Guide: How to Set Up Your FITIV Family Subscription (iOS).
When Should I Contact FITIV Support?
Contact the FITIV Support Team at support@fitiv.com if all of these are true:
- FITIV shows as active in your Apple or Google subscriptions.
- You are logged in to the correct FITIV account.
- Restarting, restoring, and logging back in did not activate Pro.
Include your FITIV account email, your Apple ID or Google account email, and your purchase receipt. This helps us verify your membership faster.
Frequently asked questions (FAQs)
Q: Can FITIV Support fix billing or payment problems?
A: No. FITIV Support cannot access or change Apple or Google billing data. For payment issues, contact Apple Support or Google Play Help directly.
Q: Will reinstalling the app fix my membership?
A: Usually not. Restoring your purchase or logging out and back in refreshes your status faster and keeps your data in place.
Q: How do I change, cancel, or get a refund for FITIV Pro?
Want more? Our Facebook and Reddit communities are where FITIV members trade tips, troubleshoot together, and share their progress. Join thousands of people who care about their fitness, just like you.
Join our communities on:
Facebook: https://www.facebook.com/share/g/1838imXmT3/
Reddit: https://www.reddit.com/r/fitiv_app/
- The FITIV Support Team