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Why isn't my premium Simply Piano account working?

Written by Debra

Oh no! Let's sort this out 💪

Here are a few things to check if you’re not seeing Premium access:

1. First, check the email on the device you originally subscribed on

If you're trying to login to your subscription on a new device, before anything else, grab the device you used when you first subscribed and check which email is shown there:

  1. Open Simply Piano and tap Menu > Settings > My Account

  2. Check which email is shown at the top - this is the account your subscription is linked to

💡 Why this matters: It's really common to think you signed up with one email, but you might find a typo in your email address, or sometimes you even used a different address without realizing it! Knowing the exact email on the original device saves a lot of back-and-forth.

Once you've noted that email, use it when following the steps below 👇

2. Make sure you're logged in with the right email

  1. On the new device, tap on Menu > Settings > My Account

  2. Check the email shown at the top:
    👉 If you're logging in on a new device, does this email match the email that's showing on your original device?

    👉 If you're not switching devices but still having issues, does this email match the email that you subscribed with?
    👉 Typos or old addresses are the most common reason Premium isn’t showing up.

  3. Feel free to log out (Menu > Settings > My Account > Log out) and then Sign In again using any other email addresses you have, just incase you signed up with a different one by accident!

3. Did you sign up using your Apple ID?

If you used the Apple sign-in option when you first signed up, your account is connected to your Apple ID, not your regular email.

👉 If you chose Share My Email

  • Either keep signing in with Apple ID, OR

  • Sign in using the same email address linked to your Apple ID (this is usually your iCloud email).

⚠️ If your usual email is different from your Apple ID email, and you're now trying to log in using that regular email, the app won’t recognize your subscription.

👉 If you chose Hide My Email

Your account is now linked to a private, Apple-generated email address (like random123@privaterelay.appleid.com).


You'll need to continue signing in with your Apple ID, and that's super simple:

  1. Tap Sign In on the home screen

  2. Then tap the Apple icon

  3. Use Face ID, Touch ID, or your Apple credentials, and you’ll be logged in with your hidden email automatically (Apple remembers it for you)

✨ Want to switch to logging in with your regular email instead? No problem!

You can do this in one of two ways:

• Update it yourself:
Tap Menu > Settings > My Account. Then tap the pencil icon (iOS) or select Change Email (Android) to change your email address.

• Or, we can help:
​Contact us and we’ll connect an email address to your account so it’s easier to log in next time.

4. Using multiple devices?

If you're using Simply Piano on more than one device and they’re not all signed in to the same Apple ID, that could cause issues.

📩 Just let us know, and we’ll help add an email to your account so you can log in across all devices smoothly.

5. Subscribed via our website?

If you signed up through our website instead of the app, you might have used a different email address during checkout.

📝 Try signing in with any other email addresses you might’ve used - even old ones!

6. Still not seeing Premium?

Try this quick trick:

  • Go to Menu (top left) > Settings > Restore Purchases

That usually refreshes things and brings Premium access back 💫

Have more questions?

Chat: In the app, tap on Menu ☰ > Settings > Have a Question?

Email: piano@hellosimply.com

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