Help

Mobile, Desktop, Lens

EN

I paid but cannot use Plus benefits.

Try the following:

• iOS:

  • PRISM Live app > Top right profile > Settings icon > Tap “Restore Subscription”

• Android:

  • Main screen > Tap “PLUS” > Tap “Go to Subscribe” again

  • If this causes a double payment, the earlier one will be refunded automatically within 3 days. If you still have not been refunded, contact PRISM Live Studio.

• Desktop/Lens

  • For the desktop/Lens app subscription to activate, the app has to be restarted. Make sure the mobile and desktop/Lens app accounts are the same.

If the problem persists, contact PRISM Live Studio:

• Mobile: Profile > Settings > Contact Us (Select "Subscription Inquiry")

• Desktop: go to the right sidebar, tap the “” icon, and select Contact Us (Inquiry Type: Subscription Inquiry)

• Lens: go to the right sidebar, tap the "..." icon, and select Contact Us (Inquiry Type: Subscription Inquiry)

"Subscribed with another account" notice

1. If you have completed a subscription but cannot use it with your current login account:

• PRISM Plus is linked to the PRISM account you were logged into at the time of subscription.

• Even if you see the PRISM Plus subscription listed under your store’s subscription management (Google Play Store / App Store), you cannot use the subscription if you are logged into a different PRISM account in the app. (Example: You subscribed to PRISM Plus while logged in with Google, but later try to use it while logged in with your email account.)

• To use your subscription benefits, please log in to the PRISM app with the account (or login platform) that was used at the time of subscription.

1. If you want to subscribe for a new PRISM account:

• If your current store account (Google Play Store / App Store) already has an active PRISM Plus subscription, you cannot purchase an additional subscription using the same store account. Please try subscribing again with a different store account.

PRISM Plus subscription not showing in your store account.

If you use multiple Apple App Store or Google Play Store accounts, please make sure you're logged in with the store account that was used to purchase the PRISM Plus subscription. (For the Google Play Store, the Google account that was set as the default in the Play Store at the time of the app's installation may have been used for the payment.)

I started with a free trial, but I was charged immediately.

If you were charged immediately after attempting to start a free trial, it may be due to one of the following reasons:

1) You have previously used a free trial or an active PRISM Plus subscription.

• The free trial is offered only once.

2) According to Google / Apple store policies, you are not eligible for a free trial.

• During the final payment process, a charge may occur if the store determines that you are not eligible for a free trial based on its policies.

• As PRISM Live Studio cannot access the reason, please contact the customer support of the store you used to check the details and request a refund if necessary.

I can’t find the account I used to subscribe.

If you don’t remember your account, please do the following and contact PRISM Live Studio:

• Apple in-app purchase:

  • Open your receipt email > Find “Order ID” and “Document Number”

• Google in-app purchase:

  • Open your Google Play receipt email > Find “Order Number”

(iOS) A duplicate payment has occurred.

• If a duplicate payment has occurred due to a temporary error during your subscription, a billing information issue, or other related factors, you can request a refund via the link below.

  • Refund requests must go through Apple Support.

  • Apple makes the decision on refunds based on its policy, which means a refund may not be possible. PRISM Live Studio cannot check the refund status or the reason for rejection.

    • Go to Apple Refund Request

Unable to Delete Account Due to Active Subscription

You cannot delete your account if your PRISM Plus subscription is still active or if the next billing cycle has not been canceled. Please try again after your subscription has expired, or after receiving a refund for the remaining period via the store where you made the purchase.

1. Cancel the next billing cycle

   • Apple in-app purchases: App Store > Account > Subscriptions > PRISM > Cancel Subscription

   • Google in-app purchases: Google Play Store > Account > Payments & Subscription > Subscriptions > PRISM Live Studio > Cancel Subscription

2. Request a refund

   • Apple in-app purchase:

     • Refund requests must go through Apple Support.

     • Apple makes the decision on refunds based on its policy, which means a refund may not be possible. PRISM Live Studio cannot check the refund status or the reason for rejection.

     • Go to Apple Refund Request

   • Google in-app purchase:

     • Refund requests for Google Play in-app purchases must be made via Google Play Store Customer Support and are subject to Google’s refund policy.

     • Go to Google Play Refund Request

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