Paid but I'm Still on Free Tier — What Do I Do?

Don't worry — your payment is safe. This usually happens when the app hasn't refreshed your account yet, or when you've logged in with a different email than the one used during payment. Follow the steps below in order.

Step 1 — Log out and log back in
This fixes the issue in most cases.

1. Open the Durioo+ app

2. Go to Profile → Settings → Log Out

3. Log back in using the exact same email address you used when you subscribed

4. Check if VIP is now active

💡 Important: If you subscribed via Google Play, log in with your Google account email. If via the App Store, use your Apple ID email. If via our website, use the email you registered at checkout.

Step 2 — Force close and reopen the app

• Android: press and hold the Durioo+ icon → App Info → Force Stop → reopen

• iPhone/iPad: swipe up from the bottom → swipe Durioo+ away → reopen

• TV: Settings → Apps → Durioo+ → Force Stop → reopen

Step 3 — Check you have a payment confirmation email
Look in your inbox (and spam folder) for a receipt from:

• Google Play — sender: Google Payments / noreply@google.com

• Apple App Store — sender: Apple / no_reply@email.apple.com

• Durioo+ website — sender: support@durioo.com or Stripe

Have a receipt but VIP still not active after Steps 1-2? → go to Step 4.
No receipt? Your payment may not have gone through — check your bank statement before contacting us.

Step 4 — Make sure you're using the right login email

Which email should you log in with?

• Subscribed via Durioo+ website → the email used at checkout (OTP or password)

• Subscribed via Google Play → your Google account email

• Subscribed via Apple App Store → your Apple ID email

• Subscribed via affiliate / voucher → the email entered when redeeming the voucher

If you have more than one email address, try each one to find the correct account.

Step 5 — Still not working? Contact us

Please reach out with:

• Your registered email address

• A screenshot or proof of payment (receipt from Google, Apple, or Stripe)

Chat with Anisa, our 24/7 assistant: https://anisa.durioo.com/ — or email support@durioo.com. Our team will verify your subscription and activate your account manually, inshaAllah.

Free Tier includes:

• 60 minutes of watch time per day

• 3 videos per channel

• Limited parental controls

• ❌ No offline downloads · ❌ No TV access

VIP includes:

• Unlimited watch time

• Full library (30,000+ videos)

• Full parental controls

• ✅ Offline downloads · ✅ TV access · ✅ Up to 4 devices