I renewed my subscription from my Apple settings but my number is still expired

Summary: A renewal paid directly from the App Store settings, outside the Onoff app, is not synchronised with our system: the number stays expired. To reactivate it, request a refund from Apple, cancel the Apple subscription, then renew manually from the Onoff app.

Related questions

• I paid for my renewal but my number is still expired.
• My number was not reactivated after a payment on the App Store.
• My automatic renewal failed and I restarted it from Apple.

Why this happens

When an automatic renewal fails, the subscription can be restarted from the Apple settings. This type of transaction, made outside the Onoff app, is not passed on to our system. As a result, your number is not reactivated.

Solution

1. Request a refund from Apple. Go to reportaproblem.apple.com, sign in with your Apple ID and report that the purchase did not work. See also: How do I get a refund for a purchase made on iOS (App Store)?.
2. Cancel the Apple subscription. On your iPhone, open Settings, tap your name at the top of the screen, then Subscriptions. Select the Onoff subscription and cancel it. This does not delete your number.
3. Renew manually in the Onoff app. Open the app, tap your expired number and follow the renewal instructions.

Important

• Always renew from the Onoff app: it is the only way to make sure your line is reactivated immediately.
• Cancelling the Apple subscription is required to unlock payment in the app.

If the problem persists

If your number is still expired after these three steps, contact our team: Contact Customer Care team.