OneCentrate/Troubleshooting/Subscription and access issues

TROUBLESHOOTING / PURCHASES

If your subscription or
access does not appear

If you purchased OneCentrate+ but PLUS does not appear or features are locked, check that you’re using the same App Store Apple ID and review the purchase status before using Restore Purchases.

Restore Purchases checks for active access without creating a new payment. It is different from restoring cards and records.

01

Check your access status and App Store account

Current plan, Restore Purchases, and Manage Subscription on the English-language Mac OneCentrate+ screen
Check your current access status, then use Restore Purchases with the same App Store account.
  1. In OneCentrate, open Settings > ACCESS and check whether the current status is TRIAL, FREE, or PLUS.
  2. Make sure you’re signed in with the same App Store Apple ID used to purchase the subscription.
  3. Check your network and App Store service status, then wait briefly for the Access screen to finish checking.
  4. If you have an existing active subscription, select Restore Purchases.

02

Wait or check again based on purchase status

  • Purchase complete: Check whether PLUS appears after the transaction is verified.
  • Approval pending: Wait for family approval or payment verification to finish.
  • Purchase canceled: No new payment is made, and your existing status remains unchanged.
  • Verification failed: Check your network and App Store account, then use Restore Purchases.

In App Store subscription management, check whether the subscription is active, in a grace period, in billing retry, expired, refunded, or canceled. If you see a billing or renewal issue, review the Apple subscription status, then return to OneCentrate and use Restore Purchases.

Before attempting payment several times in a row, check Apple’s purchase screen and your current status in OneCentrate.

03

Use Restore Purchases

Select Settings > ACCESS > Restore Purchases, then complete any authentication requested by Apple. When restoration finishes, check the PLUS status and previously locked features again.

If a message says no active OneCentrate+ subscription was found, check your App Store subscription list and purchase account. Apple Watch does not include subscription purchase or restoration screens, so use a Mac, iPhone, or iPad.

04

Distinguish access issues from data issues

Restore Purchases checks only OneCentrate+ access. It does not return Switch modes, ki.log lists, Pulse rhythms and records, photos, or settings to an earlier state.

If PLUS appears but your cards do not, do not repeat Restore Purchases. See If cards or records do not appear and If iCloud sync does not match across devices.

05

Check subscription management and support options

Select Manage Subscription on the Access screen to check the current product, renewal date, and cancellation status for your Apple account. If you need a refund, do not delete app data; use Apple’s refund process.

When you contact support, do not send a full receipt, Apple ID, payment method, or authentication information. If transaction identification is needed, first use Contact support to share only the symptom, purchase time, and status shown.