If you paid in the App Store or Google Play and the subscription does not appear in VilaNet, tap Refresh on the home screen, then log out and log back in. On iPhone, iPad, or Mac, also open Settings, then Account, and tap Restore Purchases to re-check that App Store purchase. Google Play purchases have no Restore Purchases button; use Refresh and sign in again.
Do these steps first
- Open VilaNet and tap Refresh on the home screen.
- Log out, then log in again.
- If you paid in the App Store on iPhone, iPad, or Mac: open Settings, then Account, and tap Restore Purchases.
Then open Settings, then Account, then Manage Subscriptions. That screen lists your subscriptions. The new purchase is in place when it appears there.
The App Store purchase did not go through
When the purchase itself failed:
- Confirm you are signed in to the App Store.
- Check the payment method in your Apple ID settings.
- Return to VilaNet and repeat the three steps above.
If you see the message that no purchase is available to restore, the Apple ID signed in now may not be the one that paid. Sign this device in with the Apple ID that paid, then tap Restore Purchases again.
If you see the message that purchase verification failed, try again. If it still fails, open a ticket as in How do I open a ticket in VilaNet and attach diagnostics? and include your Apple receipt.
Google Play
Google Play manages that purchase. When the plan does not show afterward, tap Refresh on the home screen, then log out and log in again. Google Play purchases have no Restore Purchases button. If the subscription is still missing, open a ticket and include the purchase time and the exact message you see.
Cancelling is a different task. The path is in How to cancel service subscription? Do not tap cancel on that screen in order to make a plan appear.
These messages are not a missing store purchase
| What you see | What it means | Where to go |
|---|---|---|
| The message that no valid plan was found | The subscription may have expired | Renew at vilavpn.com. |
| You already paid and still cannot use the service | Renewing does not reset the remaining data for the current cycle. It only extends the service into the next cycle. If the old service is suspended or out of data, select the new active service | I already paid, why can't I use it? |
| The message that your data is used up, or is about to be used up | This is a data question, not a store purchase that failed to appear | What to do when the data is used up? |
If signing in is the problem, see How do I sign in to VilaNet? If the account already has two plans, see How do I switch between two plans in the VilaNet app? If the app says the plan is suspended, see VilaNet says Plan suspended. What should I do?
How to tell it worked
The subscription is listed under Settings, Account, Manage Subscriptions. If it is not, confirm that the Apple ID on this device is the one that paid, then use Refresh and Restore Purchases once more. For a Google Play purchase, repeat only Refresh and signing in again.
Still not working?
Open a ticket with the exact message, the store you paid in (App Store or Google Play), and the device platform. If purchase verification failed, attach the Apple receipt. How to send the ticket is in How do I open a ticket in VilaNet and attach diagnostics? Settings that disappeared after you reinstalled the app are a different problem: see How do I sync settings, reset them, or delete my account?