I cannot find the access to my purchase

Reviewed on 5 October 2026

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Check these causes in order, from the most frequent to the least frequent.

You signed in with another email

How to recognise it: Your area is empty or misses exactly that purchase, but the rest of your details are right.
Where to check it: The area shows the purchases of the email you signed in with. Look at the purchase confirmation email to know which email you used, and enter your area with that one.
What to do: 1. Click Sign out in the top bar of the area.
2. Ask for a new link with the email of the purchase, as in sign in to your area.

How to recognise it: The area has purchases, but not the one you are looking for.
Where to check it: Each OnBio store has its own area. Open the store where you bought, which appears in the confirmation email, and enter its area from My area.
What to do: If you do not remember where you bought, your bank charge leads you to the store from Who charged me?.

How to recognise it: When you open the link in the email you see The link has expired or has already been used. Ask for a new one.
Where to check it: Sign-in links work once and for 15 minutes, from the area sign-in screen.
What to do: Ask for another with Send another link and open it before the 15 minutes are up.

How to recognise it: The purchase shows Access paused or no longer opens.
Where to check it: The screen says why next to the purchase in your area.
What to do: If an instalment is pending or your subscription is paused, bring it up to date and the access comes back on its own. If the store withdrew the product or the payment is under review, write to the store from My questions, as write to the creator explains.

Was this helpful?

The creator of the store sold you the product. They handle access, changes and refunds for your purchase.

Open the store from your purchase email and tap “Help” at the bottom of the page.

For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support