Payment problems

I paid but did not receive Sparks

1. Wait a couple of minutes: the store does not confirm a purchase instantly, and the app refreshes the balance on the next launch.
2. Fully close the app and open it again. Your Sparks balance is on the home screen.
3. Check that the purchase actually went through: the purchase history in the App Store or Google Play should show an Aish item with the status "Completed". If the payment is "Pending" or "Declined", the money was not taken or will be returned automatically.
4. If the purchase is completed and the Sparks are still missing after 30 minutes, contact us — see "What to include". We will credit the Sparks manually.

I was charged twice

Most often the second charge is a temporary hold by your bank that clears within a few days. Check the store's purchase history: if there is one purchase, the second amount will come back by itself. If there really are two purchases and Sparks arrived for only one, contact us with both transaction numbers — we will refund the extra one.

I want a refund

Purchases are made in the app through the App Store or Google Play, so refunds go through the store. We never see your payment details:

• App Store — reportaproblem.apple.com: sign in with your Apple ID and pick the purchase.
• Google Play — request a refund on Google Play; within 48 hours of the purchase the refund is automatic.

If the refund is due to our mistake (Sparks not credited, result not created), contact us — we will return the Sparks ourselves or help you with the store request. Conditions are in the Refund Policy.

Pro subscription

• Cancel the subscription: iPhone — Settings → Apple ID → Subscriptions; Android — Google Play → Payments & subscriptions → Subscriptions. Deleting the app or the account does not cancel it.
• Charged for a new period I did not want — cancel the subscription and request a refund through the store; after cancelling, Pro stays active until the end of the paid period.
• Paid for Pro but the app shows Free — restart the app; if that does not help, contact us with the transaction number.

Purchases are unavailable in my region

Sparks and Pro are sold only in the app, through the App Store or Google Play — there is no other way to pay. If the store hides purchases or declines payment because of your region, the restriction comes from the store: check the country and payment method in your Apple ID or Google account settings. Your account and Sparks balance are shared across your devices as long as you are signed in.

What to include

So we can resolve it with the first reply, include:

• your user ID — in the app: Profile tab → "About you";
• where you paid (App Store or Google Play), the date of purchase, the pack or subscription you bought;
• the order or transaction number from the store receipt (the email from Apple or Google);
• a screenshot of the receipt or purchase history, if you can.

We reply on business days; crediting Sparks or refunding for our mistake takes up to 10 days, usually much less.