At this point, I'm just hoping I can get a refund.
I originally subscribed using my Gmail login and also verified my student account. (As a side note, I noticed there's now an offer that's cheaper than what I paid for a one-year subscription.)
Here's what's happening:
- I got a new phone and a new laptop.
- My old desktop still recognizes my Pro subscription, and it's working there.
- However, neither my new phone nor my new laptop recognizes that I have Pro, so I'm keeping my old desktop logged in until I figure this out.
I've already tried:
- Clearing cache.
- Logging in with and without a VPN.
- Different internet connections.
- Signing in with both my Google account and my .edu email.
One thing I noticed is that the account ID on my old desktop is different from the ID I see when I log in on my new phone or laptop.
When I log in with my .edu email, it confirms that it's linked to my Gmail account, but it still doesn't recognize my subscription. Google Play shows my active purchase and subscription history, but there's no "Restore Purchase" option or anything similar.
I emailed support and received an automated reply telling me to submit a support form, which I've already done.
So far, nothing has worked. Has anyone else experienced this or found a solution? Seeing so many similar threads is making me wonder if this is a widespread issue.
Hi,
The thing you mentioned suggests that the problem isn't the subscription itself as it's that your new devices are logging into a different CapCut account than the one that owns the Pro subscription.
The biggest clue is this: The account ID on your old desktop is different from the account ID on your new phone and laptop.
CapCut assigns a unique account ID to each account. If the IDs don't match, you're almost certainly signed into two separate accounts, even if they use related email addresses.
A few things to check:
- On your old desktop (where Pro still works), open your profile and note:
- Account ID
- Login method (Google, email/password, TikTok, Apple, etc.)
- Email associated with the account.
- On your new phone/laptop, compare those details. If the account ID is different, you're not in the same account.
-
Be careful with Google login vs. email login. These can create separate CapCut accounts even if they use the same email address. For example:
- Continue with Google (OAuth)
- Sign in with email and password
- TikTok login
- Apple login
These are not always treated as the same account.
- Since your old desktop still has access, don't log out of it until the issue is resolved. It's your best proof of which account actually owns Pro.
If the IDs are different, this isn't something you can fix by clearing cache, changing networks, or reinstalling the app. CapCut support will need to either:
- transfer the subscription to the correct account (if possible), or
- help you regain access to the original account.
When you contact support again, include:
- Your Google Play order number (starts with
GPA.). - Screenshots showing:
- Pro active on the old desktop.
- The old desktop's Account ID.
- The new device's different Account ID.
- Google Play showing the active subscription.
- Mention that the subscription is active on one device but inaccessible on others because the account IDs differ.
If CapCut support can't associate the subscription with the correct account after verifying your purchase, then asking for a refund is a reasonable next step (especially if the subscription is unusable on your current devices).
Based on your description, this doesn't sound like a device issue or a Google Play billing issue it looks much more like an account-linking problem, and the differing account IDs are the strongest evidence pointing in that direction.
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