It's almost always a sign-in mix-up.
Signed in with a different account?
We only use Google or Apple sign-in, and your subscription belongs to the account you paid with. Any other account looks free:
Several Google accounts? You may have picked another one.
Apple Hide My Email? That account's email ends in @privaterelay.appleid.com.
Google once, Apple once? Those are separate accounts.
How do I check?
Find your receipt. The inbox it landed in hints at the account you used.
Sign out and sign back in with that account.
Paid in the iPhone app? Tap Restore Purchases on the upgrade screen.
Still locked?
Message us in chat with:
Every email you might have signed in with, including any @privaterelay.appleid.com address
Your receipt (a screenshot works)
Where you paid: website, iPhone app or Android app
We'll sort it out, usually replying within 24 hours.