If you have purchased a Balance subscription but you are still seeing locked content, this might be because there are multiple accounts under the same Apple or Google Play Store ID and the subscription is linked to an older account.
Please first check that you are logged into the correct email. To check this, please tap Profile and then tap the Settings gear icon in the upper right corner. The email you're logged in with will be displayed at the very top of the page.
Please contact us and provide an outline of the issue you're experiencing, along with any other email addresses you may have used to create an account in the past. Please also forward us a copy of the receipt, which would have been emailed to you from Apple or Google after the purchase was made. This will help us to further investigate the issue.