If you’re somehow unable to access Pro features after paying, please contact us with a copy of your receipt and the email address associated with your Brainscape account, and we can get this fixed for you soon.
Note: the "locked" and "unlocked" icons on Decks in the app look very similar. Please look closely and you'll see when the icon appears "unlocked". (Yes, we will update this soon, in an eventual UI overhaul.) It's likely that you do in fact have Pro access despite the visual confusion. Another reason you may be seeing this is in the event you have a duplicate account.
Still have questions and can't find the answer? Be sure to email our Tech Support Team (support@brainscape.com).
If you'd love to vote for a new Brainscape feature, see what others are requesting, or get a sneak peek at features in our pipeline, please check out Brainscape User Feature Requests Forum! Please choose to Sign in with Brainscape (if you are commenting/requesting a new feature) so any feedback is tied to your account. Or you can even access the tool from our web/mobile menus which won't require you to login separately.
(Hint: to save time, search first to see if your desired feature is already in the list so you can just vote/comment.)
And for more FREE study advice don't forget to check out the Brainscape Academy.
Comments
30 comments
Here's an idea for you Brainscape, actually get your app to work properly rather than leave this lame FAQ up online. This basically says "we suck at our job, and it's your problem". FAIL.
PS you have had this issue online for TWO YEARS and not fixed it. Really? Did it not seem important to service your actual paying customers?
Sorry you feel that way, Conor :( As I'm sure you understand we try as hard as we can to keep everything running as smooth as possible but sometimes there are hiccups when it comes to technology. We'd be happy to assist you with any trouble if you shoot us a message to support@brainscape.zendesk.com. Again, my apologies for any inconvenience this causes in your studies. Here to help! Courtney@Brainscape
Payment transferred for subscription and account still locked. Very substandard service for a steep subscription price. First experience has not been positive.
Jarrad, Please send us an email to support@brainscape.zendesk.com include your Brainscape account email address and a copy of your receipt and we'll get your account unlocked ASAP! Courtney@Brainscape
How fast is “ASAP” to unlock the features I paid for yet can’t use because of an issue two years old? Email already sent with the confirmation receipt.
Hey, I paid the app, but my acess is stil locked. Please, help me. What should I do?
Hey Kevin, I believe my colleague Soledad was able to resolve your request already. But if you're still having trouble please send us a new message to support@brainscape.zendesk.com.
Iolanda, If you haven't yet please shoot us a message to support@brainscape.zendesk.com include your Brainscape account email address and a copy of your receipt and we'll be sure to get your account unlocked ASAP!
-Courtney@Brainscape
Hello. Same concern here, I upgraded & paid, but content & features are still locked!
Hey Vanessa,
Sorry to hear that you're having trouble accessing the Pro features after you paid. If you haven't yet please send us a message to support@brainscape.zendesk.com. Include your Brainscape account email address and a copy of your receipt. We'll be sure to get your account unlocked as quick as we can (typically within just a few hours of when we receive the email request).
Here to help,
Courtney@Brainscape
Hi,
I have recently purchased brainscape pro and nothing is working. Everything remains locked and the app is telling me to buy the upgrade a second time. Please fix this problem. I already sent you the receipt as well as my email address to support@brainscape.com
The problem has been fixed. Thank you very much for the quick response as well as your professionalism.
Sorry for any delay it caused in your studies, @davisandrejoseph. Glad to hear you're back studying! -- Courtney@Brainscape
Hi Courtney
i upgraded today
i sent you my receipt
kindly unlock the features
regards
Wafaa
Hey @Wafaa Rmaih,
Looks like my colleague Cathy was able to get your account unlocked. So sorry for any inconvenience or delay this caused in your studies. If you have any additional questions or concerns please don't hesitate to reach back out!
Here to help,
Courtney@Brainscape
Same issue here. I submitted a request with proof of payment. Thank you.
While annoying, I have to admit that I am impressed with the speed of which this was fixed—Near instantaneous. Thanks!
@NeedHelp89, sorry for the trouble :( but glad we were able to get you back studying quickly! -- Courtney@Brainscape
I have emailed customer service twice now for this issue with no response. I paid for the Pro app to have access to all study material and it still shows locked. Can someone please contact me?!?!?!
Sorry for the delay this caused in your studies, @Dsbalzano. It looks like my colleague, Joysa, was able to get this sorted out for you but please let me know if we can be of any further assistance with a message to support@brainscape.zendesk.com.
Happy studying!
Courtney@Brainscape
Hi there,
I paid for the Pro app to study some materials but they are still locked
I need to access these materials ASAP
Please fix the issue.
Hello,
I too have been reaching out because my deck is locked. I have sent emails with no response. Is there a telephone number so I can reach a real person who can help?
Thanks!
Hi Alyssa & Derya,
If you're still having trouble with your accounts please shoot us a quick message to support@brainscape.zendesk.com including your Brainscape account email address along with a copy of your purchase receipt and we'll be able to unlock your account ASAP! Very sorry for any inconvenience or delay this has caused in your studies.
Best,
Courtney@Brainscape
Hello, I’m having the same issue. Please help.
Hey Manalrussel,
I took a look and it appears my colleagues are trying to reach out to you. They still need your Brainscape account email address. We'll be happy to assist you with this as soon as that's received.
Courtney@Brainscape
Hello. Same concern here, I upgraded & paid, but content & features are still locked! I've already sent a e-mail to support@brainscape.zendesk.com with the receipt.
Hey Felipe,
It looks like my colleague Joysa was able to reset your account access. Please try signing out and back into your account. If that doesn't work respond to her email and she can help you out :)
Courtney@Brainscape
Same problem here. I have emailed support but do not have a copy of a "receipt" as I paid with applepay. It shows the charge on my bank account and my phone shows the subscription will be billed again March 12, 2021. Please fix this ASAP. If I can't have access to locked content I would like to cancel and get a refund.
Thanks,
Lori
Hey Lori,
Looks like my colleague Melissa was able to assist you with your account access. Please don't hesitate to reach back out with any other concerns.
Here to help,
Courtney@Brainscape
Kindly help me. Been using the app for one year and all of a sudden cannot access any longer. I have been paying each month so not a payment problem. Kindly let me know ASAP please thanks
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