What will I get when I subscribe to a creator's profile?
After purchasing a subscription, all contents of the creator's profile will be unlocked automatically, so feel free to browse the whole catalogue at once or to take it slow, post by post, day by day 👀.
Some creators offer downloadable content, such as text files, photography presets, presentations or e-books. These can be saved to your device and used even after your subscription ends. Other kinds of posts, such as video, picture and audio files, cannot be accessed after your subscription ends, so we recommend canceling it only after you're sure you no longer want to engage with this creator's content - the whole catalogue will lock again after the end of your prepaid period 🔐.
Will my subscription be repeated automatically, and if so, how and when will it happen?
Herohero subscription model is based on repeated monthly payments that are automatically withdrawn from the payment method you used for your first purchase (or any other available payment methods you add to the Payment section in your Account settings), unless you cancel it beforehand. After you subscribe, you will be granted access to the creator's catalogue for a period of one month, the next will take place on the same day of the following month. Canceling your subscription in between these two dates is safe - you will still have access to all of the content until the last day of the prepaid period.
💡 For some creators, you can also choose a yearly billing cycle instead of monthly (usually at a discounted price) - just select it when you first activate your subscription. If you're already on a monthly plan, you can add the yearly option anytime from your subscription management.
What to do if your subscription payment doesn't come through?
If you receive an e-mail from Stripe (our payment provider) informing you that the payment for your subscription could not be debited from your bank account, there are two possibilities as to why this could be happening:
Check your bank account balance - it might have insufficient funds to complete the transaction 💵.
The transaction could be rejected by your bank - check whether you have MO/TO payments allowed on your card, alternatively contact your bank and ask for further information 🏛.
Alternatively, you can bypass both of these steps by simply trying out another payment card 💳.
After the situation is settled on your side, simply wait for the system to repeat the transaction (there are four automatic attempts in total). If your subscription expires in the meantime, you will receive an automatically generated e-mail, in which you will find a link to renew your subscription for the original price 🔁. This link will be valid to use for a period of 1 month since the date of the original subscription's expiration.
What if you don't see your subscription as active in your profile?
💡 If you don't see your paid subscription after logging into your account, it's likely that you signed in with a different method (email, Google, Facebook, Apple) than last time, creating a completely new account. To view your old account with purchased content, please log out and then try to log in using the email to which we send you notifications of new posts. If you still can't log in, contact us at [email protected], we'll be happy to help you.
What if I canceled my account and payments are still being withdrawn from my account?
💡 In case you're 100% sure you've canceled your subscription or even deleted your whole account and you've still been charged, the payment will likely be paired with a different account than the one you're currently signed in to or you've deleted. You could have unknowingly created a duplicate account when trying to sign in, using a different method (email, Google sign in, Facebook sign in) than when you first purchased your subscription.
You'll find a detailed walkthrough of this in our Subscribing and Unsubscribing article.
If payments are still being withdrawn after trying both options, contact us at [email protected] and we will be happy to help you.