---
title: "I paid but Premium is not active"
description: "What to do if money left your EcoCash, bank or Google account but your Plus or Gold pass has not switched on."
url: https://help.murudo.co/premium-and-payments/paid-but-no-premium/
section: "Premium and payments"
applies_to: "Android app, Murudo Web"
updated: 2026-10-13
---

# I paid but Premium is not active

What to do if money left your EcoCash, bank or Google account but your Plus or Gold pass has not switched on.

Do not pay again. A payment can take a few minutes to reach Murudo. When Murudo receives it, the pass is switched on by itself, even if you have closed the app. If nothing has changed after a few minutes, send support the payment reference: support can find the payment by its reference.

## Check these first

1. Wait a few minutes with your internet on.
2. Close Murudo completely and open it again.
3. Open **Profile**. With an active plan, the card under your photo says **Plus Member** or **Gold Member**. Without one, it says **See Plans**.
4. Check that you are logged in to the account you paid for. A pass belongs to an account, not to a phone.
5. If you paid twice for the same pass, look for **Added to your wallet** on the payment screen. One of the two payments may have been kept as credit in your Murudo Wallet instead of buying a second pass.

## If you paid with EcoCash, OneMoney, InnBucks or card

Contact support and include:

- the **Reference** shown on the payment screen, copied exactly. A screenshot is best.
- the confirmation message from EcoCash or your bank
- the number you paid from, and the date, time and amount
- your username or the email on your Murudo account

If the payment screen shows **Contact Support**, tap it: it opens an email with your reference already filled in. Otherwise open **Profile**, **Inbox**, **Contact Murudo**, or email [support@foretellhq.com](mailto:support@foretellhq.com).

If you have closed the screen and have no reference, send everything else on the list. The confirmation message from EcoCash carries its own reference.

> [!IMPORTANT]
> Never send your PIN, and do not pay a second time to "push" the first payment through. If you were charged twice, or you paid and did not get what you paid for, it will be looked into.

## If you paid through Google Play

1. Open **Profile**, tap **See Plans**, choose the pass you bought and tap the button that starts with **Get Plus** or **Get Gold**.
2. On **Subscribe**, tap **Restore Google Play**.
3. If you see **Purchases Restored**, your plan is back.

If nothing is restored, contact support with the order number from Google Play's receipt email (it starts with GPA) and your username or email. Restore works for 7-day and 30-day passes bought with the Google account on the phone.

## If boosts are missing

Open **Profile** and scroll to **Boost Your Profile**. Bought boosts show as **Use Boost** with the number remaining under it. If you are on a pass, the button reads **Use Boost (Plus)** or **Use Boost (Gold)** and the Android app shows no number; the Profile tab on Murudo Web does. A boost payment that was confirmed late is kept as Murudo Wallet credit instead of boosts: see [What "Checking your payment" means](https://help.murudo.co/premium-and-payments/checking-your-payment/).