Payment problems

I paid but did not receive Sparks

1. Wait a couple of minutes: the store does not confirm a purchase instantly, and the app refreshes the balance on the next launch.
2. Fully close the app and open it again. Your Sparks balance is on the home screen.
3. Check that the purchase actually went through: the purchase history in the App Store or Google Play should show an Aish item with the status "Completed". If the payment is "Pending" or "Declined", the money was not taken or will be returned automatically.
4. Bought on the website? Paddle sends a receipt to the email you entered at checkout — if there is a receipt, the payment went through. Sparks and Pro appear in your account on the website within a minute; refresh the page.
5. If the purchase is completed and the Sparks are still missing after 30 minutes, contact us — see "What to include". We will credit the Sparks manually.

I was charged twice

Most often the second charge is a temporary hold by your bank that clears within a few days. Check the store's purchase history or, for a website purchase, your Paddle receipts: if there is one purchase, the second amount will come back by itself. If there really are two purchases and Sparks arrived for only one, contact us with both transaction numbers — we will refund the extra one.

I want a refund

In-app purchases are processed by the store, so refunds go through it; website purchases are processed by Paddle, our Merchant of Record. We never see your payment details:

• App Store — reportaproblem.apple.com: sign in with your Apple ID and pick the purchase.
• Google Play — request a refund on Google Play; within 48 hours of the purchase the refund is automatic.
• Website purchase — within 14 days of the purchase, request a refund at paddle.net (find the order by the email from your receipt) or through the link in the Paddle receipt email. The money goes back to the same payment method. Conditions are in the Refund Policy.

If the refund is due to our mistake (Sparks not credited, result not created), contact us — we will return the Sparks or the money ourselves; no store or Paddle request needed.

Pro subscription

• Cancel the subscription: iPhone — Settings → Apple ID → Subscriptions; Android — Google Play → Payments & subscriptions → Subscriptions; bought on the website — your account on the website → “Manage subscription”, or the link in the Paddle receipt email. Deleting the app or the account does not cancel it.
• Charged for a new period I did not want — cancel the subscription and request a refund through the store, or for a website subscription through paddle.net; after cancelling, Pro stays active until the end of the paid period.
• Paid for Pro but the app shows Free — restart the app; if that does not help, contact us with the transaction number.

Purchases are unavailable in my region

If the store hides purchases or declines payment because of your region, contact us and tell us your country and app store — we will suggest an available way to top up. Your account and Sparks balance are shared across all methods as long as you are signed in with your email.

What to include

So we can resolve it with the first reply, include:

• your user ID — in the app: Profile tab → "About you";
• where you paid (App Store, Google Play, or the website), the date of purchase, the pack or subscription you bought;
• the order or transaction number from the store receipt (the email from Apple, Google, or the payment provider);
• a screenshot of the receipt or purchase history, if you can.

We reply on business days; crediting Sparks or refunding for our mistake takes up to 10 days, usually much less.