The troubleshooting steps are designed here to walk you through the possibilities that may prevent you from enjoying your subscription but it will be a good idea to have the proof of purchase with you.
- Logging out from the account and log back in.
Logging out from the ZenMate app and log in again. This will cause the application to be refreshed with the account status. Proceed to step 2 if this does not succeed.
- Use the correct account which holds the subscription. Owning more than one account is possible.
To receive a list of your accounts, visit: https://account.zenmate.com/en_US/recover/email
*This will trigger an e-mail to be delivered to you which will contain all the accounts associated with the respective e-mail address. If more than one account is owned, all accounts will be listed with the active subscription linked to it. You will be able to differentiate between accounts. Upon seeing all the accounts owned, refer back step 1 above or onward towards step 4.
- Check your account status.
The Account Dashboard on zenmate.com will display your 'Account status'.
If it says 'Free' but you have been billed, please go back to step 2.
If it says 'Premium' or 'Ultimate', make sure to log in the same account across all devices owned - paying attention to the username(if one is assigned)
- If it still doesn't work, Support will gladly assist.
We kindly ask you to include a copy of the payment confirmation you received for your purchase in your upcoming message.
For your security, handing out information about an account is not possible unless reaching out to us is made from the email address of the account in question. Therefore, please make sure to reach us directly from the address which you use for your ZenMate account. We'll be able to help you.
For any immediate questions or concerns, feel free to always reach out to our Support Department. You can do so by submitting a request.
The ZenMate Team
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