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Did you purchase a subscription with Motion Array, but your paid subscription does not appear to be activated?

There may be a few reasons why your account may not appear to be activated with a paid subscription. Here are a couple of possible reasons, depending on how you paid:

  1. You paid using PayPal

  2. You did not pay using PayPal

  1. You paid using PayPal

It's possible that the payment did not complete. In which case, your PayPal account should show a "Preauthorization" payment under notifications.

A Preauthorization payment is an incomplete payment and is not an actual charge, however, this can appear as a charge pending on your bank account or card payment record.

A pending payment can look just like a real payment. Some banks will display specifically that the payment is pending, while others do not specify this information.

Preauthorization payments typically drop off from your account within a few hours, if not, within a day.

When you're ready to pay for a Motion Array subscription again, you can login to your account and attempt to purchase a subscription from here.

2. You paid using a Credit or Debit Card (not with PayPal)

If you just paid for a Motion Array subscription using a credit or debit card, yet you still do not have access to the paid benefits, you may first want to check if you paid with us while being sign into a different Motion Array account.

If you are confident that the Motion Array account that you were signed into at the time of payment does not have an activated subscription, please first check your invoices page here.

If there are no invoices available at all, or for the current billing term, and you still do not have access to the paid plan, but you are confident that you paid for a current active Motion Array subscription, after waiting 3-5 hours for the invoice to generate, please double-check with your bank that the payment is not a pending payment. Pending payments may be a failed payment that should drop off from your account within a few hours.

A pending payment can look just like a real payment. Some banks will display specifically that the payment is pending, while others do not specify this information.

When you're ready to pay for a Motion Array subscription again, you can login to your account and attempt to purchase a subscription from here.

If you paid for a Motion Array subscription, the subscription is not activated, and you have checked thoroughly with your bank and are confident that the payment is not a failed payment, and that the payment is not simply a pending payment due to a failed payment attempt, please contact Motion Array support and provide the following information:

  • The correct Motion Array login email address used at the time of purchase

  • Date of payment

  • Name of cardholder

  • The last 4 digits of the credit card.

  • Expiry date of the card

  • Any other receipt information relating to the payment.

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