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Home > Customer Support Information > My subscription status has not updated. Why is this?

My subscription status has not updated. Why is this?

We use PayPal to manage our subscriptions and their process can take up to 24 hours to process the subscription payment. We have seen the process take as little as 1-2 hours but some take longer, and unfortunately we have no control over the processing speed. 

We'd recommending waiting at least one hour for the order to be processed before checking on the app, after this time you can tap the subscription status within the App to refresh it.

Occasionally, the alternative reason for this is because there are insufficient funds in your account or the card linked to your account has expired.

The easiest way to resolve this is as follows:

1. Cancel your current subscription via your PayPal account.  Instructions on how to do so can be found here: https://www.ovusense.com/uk/subscriptions/

2. Credit your PayPal account with £20/ $35/ CA$45/ €25/ AU$40 and make sure that your card details are up to date

3. Return to the store at www.ovusense.com and purchase another subscription

If your subscription has not automatically updated after 24 hours, please come back to us and we will be happy to assist you further.