I am having trouble accessing BrainUs Premium

Having trouble with your Premium subscription? Let's get you back on track!

Currently: Premium Not Launched Yet

BrainUs Premium hasn't been released yet! Everything is currently 100% free for all users during our initial launch phase.

If you're seeing this page, you're probably preparing for when Premium launches. Here's how we'll handle Premium access issues:

Common Premium Access Issues

When Premium launches, you might encounter:

1. "Premium Not Activated"

Symptoms:

  • Paid for Premium but still see free tier
  • Premium badge not showing on profile
  • Advanced features locked

Solutions:

  1. Log out and log back in
  2. Clear browser cache/app data
  3. Check payment confirmation email
  4. Wait 5-10 minutes for activation
  5. Contact support if still not working

2. Premium Features Not Working

Symptoms:

  • Premium badge shows but features locked
  • Offline mode not available
  • Advanced analytics missing
  • 2x XP not applying

Try These:

  1. Force refresh page (Ctrl+F5 or Cmd+Shift+R)
  2. Update app to latest version
  3. Check internet connection
  4. Try different browser/device
  5. Log out and back in

3. Payment Went Through But No Premium

Check:

  • Email confirmation from payment processor
  • Bank statement shows charge
  • Subscription page shows active (Account > Subscription)

If Payment Confirmed:

  • Wait up to 24 hours for activation
  • Check spam folder for confirmation
  • Email billing@brainus.lk with:
    • Transaction ID
    • Payment date and amount
    • Screenshot of confirmation

4. Premium Expired Unexpectedly

Possible Reasons:

  • Payment method declined for renewal
  • Subscription was canceled
  • Free trial ended
  • Account issue

How to Fix:

  1. Go to Account (Settings) > Subscription
  2. Check subscription status
  3. Update payment method if needed
  4. Resubscribe if canceled
  5. Contact support for account issues

5. Can't Subscribe to Premium

Common Problems:

  • Payment method rejected
  • Wrong billing information
  • Regional restrictions (shouldn't happen in Sri Lanka!)
  • Technical error

Solutions:

  1. Try different payment method
  2. Verify billing details match card
  3. Contact your bank
  4. Try incognito/private browser mode
  5. Clear cookies and cache

Verify Your Subscription Status

Check Current Status:

  1. Log in to BrainUs
  2. Go to Account (Settings) > Subscription
  3. Look for:
    • Subscription tier (Free/Premium)
    • Renewal date
    • Payment method
    • Active features

What You Should See:

  • "Premium Active" badge
  • Renewal date
  • Payment method
  • Cancel button

Premium Badge Missing

Should Show:

  • Premium badge on profile
  • Premium tag in leaderboards
  • Golden username color
  • Premium features unlocked

If Missing:

  • Check subscription status first
  • Log out and back in
  • Clear cache
  • Update app
  • May take 10 minutes to appear

Offline Mode Not Working

Requirements:

  • Active Premium subscription
  • Content downloaded beforehand
  • Sufficient device storage
  • Updated app version

Troubleshooting:

  1. Re-download content while online
  2. Check storage space
  3. Update app
  4. Reinstall if necessary

Advanced Analytics Missing

Should Include:

  • Detailed performance graphs
  • Personalized predictions
  • Learning path recommendations
  • Time-based statistics

If Not Showing:

  • Need at least 10 quiz attempts for data
  • Wait 24 hours after subscribing
  • Try desktop if on mobile
  • Clear cache

XP Boost Not Applying

Premium = 2x XP

How to Verify:

  • Complete a quiz
  • Check XP earned
  • Should be double normal amount
  • Look for "2x Premium Boost" label

If Not Doubling:

  • Check Premium is active
  • Log out and back in
  • Try different quiz
  • May not apply retroactively to old quizzes

Family/Student Plan Issues

Family Plan:

  • Main account must have active subscription
  • Family members need invitation link
  • Maximum 5 family members
  • All must use unique emails

Student Plan:

  • Need verified student status
  • Upload student ID or school email
  • May take 48 hours to verify
  • Discount applies after verification

Billing Issues

Payment Failed:

  • Card expired
  • Insufficient funds
  • Payment blocked by bank
  • Wrong billing details

Fix:

  1. Update payment method
  2. Contact your bank
  3. Try alternative payment
  4. Email billing@brainus.lk

Multiple Accounts Confusion

Problem:

  • Bought Premium on wrong account
  • Have multiple accounts
  • Can't remember which email

Solution:

  • Premium tied to specific email
  • Cannot transfer between accounts
  • Refund old, rebuy on correct account
  • Contact crew@brainus.lk for help

Regional/Access Issues

Should Work In:

  • All of Sri Lanka
  • Anywhere with internet
  • No VPN needed

If Blocked:

  • Disable VPN
  • Check internet connection
  • Try mobile data vs WiFi
  • Contact support

App vs Web Premium

Premium Works On:

  • Web app (app.brainus.lk)
  • iOS app (when released)
  • Android app (when released)
  • All devices with same login

Sync Issues:

  • Premium should sync across devices
  • Log in with same account
  • Wait 5 minutes for sync
  • Try logging out all devices and back in

Error Messages

"Premium subscription not found"

  • Payment may not have processed
  • Account mismatch
  • Contact support with payment proof

"Premium features unavailable"

  • Server maintenance
  • Feature not launched yet
  • Technical issue
  • Check status page or social media

"Trial already used"

  • Free trial is one per account
  • Cannot reuse trial
  • Can subscribe to paid plan

Getting Help

Before Contacting Support:

  1. Check subscription status
  2. Verify payment went through
  3. Try logging out and back in
  4. Clear cache/update app
  5. Wait 24 hours (for new subscriptions)

When Contacting Support: Include:

  • Account email address
  • Subscription purchase date
  • Transaction ID (if available)
  • Screenshots of issue
  • Device and browser info
  • Steps you've already tried

Contact:

Emergency Access

During Exams: If Premium fails during important exam prep:

  1. Email crew@brainus.lk immediately
  2. Subject: "URGENT: Premium Access"
  3. We'll prioritize your issue
  4. May provide temporary access while fixing

Known Issues

We'll Post Here:

  • Current Premium outages
  • Feature launches
  • Maintenance schedules
  • Temporary issues

Check our status page or social media for updates.

Prevention Tips

Avoid Future Issues:

  • Keep payment method updated
  • Monitor renewal dates
  • Set calendar reminders
  • Keep subscription emails
  • Use primary email address
  • Verify student status early

Still Not Working?

Escalation Process:

  1. Email crew@brainus.lk
  2. We respond within 24 hours
  3. May request additional info
  4. Escalate to billing team if needed
  5. Resolve within 72 hours

Your Rights:

  • Refund if we can't fix within 7 days
  • Free extension for downtime
  • Priority support as Premium user

We're committed to making Premium work flawlessly for you. Don't hesitate to reach out! 💪

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