Membership and billingFix a problem
Problems buying or checking your membership
Find the message Mova shows. In every case Mova makes sure you aren't charged twice, and your data is safe.
When you’re buying
| Mova says | Means | What to do |
|---|---|---|
| Your purchase didn’t go through. · You haven’t been charged. | The store didn’t complete it. | Try again, or check your payment method in the store. |
| Waiting for approval. | The purchase needs approval, for example by a family organiser (Ask to Buy). | You can close Mova — we’ll check again when you’re back. Tap Check again later. |
| This store account already has Mova. Restore it instead. | You already have a membership on this Apple ID or Google account. | Tap Restore purchase. |
| Membership options can’t load right now. | Mova couldn’t reach the store. | Check your connection and tap Try again. |
| We’re confirming your purchase with the store. · You won’t be charged twice. | The store hasn’t confirmed yet. | Tap Check again, or Restore purchase. |
| We couldn’t find a completed purchase | The store has no record of a payment. | If you weren’t charged, tap I wasn’t charged — show plans again. |
If you closed the store’s payment sheet yourself, nothing happens and you aren’t charged.
When Mova checks your membership
We can’t confirm your membership · Mova needs a connection to check your membership. Your data is safe.
- Check your internet connection.
- Tap Try again.
- If you know you have a membership, tap Restore purchase.
If you’re offline for a while, Mova keeps working for up to three days past your renewal date before it needs to check. Still couldn’t confirm. Please try again later. means the store couldn’t be reached; try again when you have a good connection.
After you sign in
Welcome back · Checking your membership… Mova then opens Today, or tells you your membership has ended. If it says We can’t check your membership, tap Try again, or Restore purchase. Use a different account signs you out on this phone; Your purchase stays with your store account, so you can restore it after signing in.
Linking your purchase to your account
After you subscribe, Mova links your purchase to your account. If that’s interrupted, Mova says Your purchase is safe and Linking will finish when you’re connected. Open Mova again when you’re online; it never asks you to pay twice. The screen also shows your Support reference if you need to contact us.
Still stuck?
Contact support with your support reference. Payments themselves are handled by Apple or Google; we can’t see or change them.
Didn’t solve it?
Email support@movawalk.com. From the app, Profile & settings › Help & support › Contact support adds your app version and support reference.