Why does my Insights account still show as free after I paid?
Pro is switched on by a signed confirmation from the payment provider, not by the checkout page. It normally arrives within moments.
Problem
Checkout completed, the payment provider says the subscription or trial has started, and Insights still shows a free account.
Most likely cause
Pro access is not granted by the checkout page. It is granted when the payment provider sends a signed confirmation to our servers, and the account is updated from that. The gap is normally moments, occasionally a little longer.
This is a safety property rather than a delay for its own sake: it means access can only be changed by a verified message from the payment provider, so nothing on your screen or anyone else's can grant it.
What to do
- Stay on the plans page for a moment after checkout. It re-checks your plan on its own for a short period.
- If you have navigated away, reload the page. The plan is read when the page loads.
- Open Settings, then Billing, and confirm the subscription status shown there.
- Check that you are signed in as the account you paid for. Paying with one email address while signed in with another produces exactly this symptom.
If it still does not work
- Do not pay again. A second subscription does not fix the first and gives you two to cancel.
- Contact support with the email address on the Insights account, the email address on the payment receipt, and the approximate time of the payment.
- Free research remains available while it is sorted out.