The cause
Two emails get involved at checkout:
- Account email: the address you signed in to Dilly with
- Checkout email: the address attached to the payment method, or whatever you typed in the payment sheet
If those two addresses are different, the payment processor sees a successful charge under one account and Dilly sees a still-unpaid user under another. The app cannot link them automatically because doing so would let anyone with a valid card hijack any account.
How to know this is your problem
- You see the receipt in your email (or in the payment processor's history)
- The card was charged the right amount
- The Dilly app still says Starter at the top of My Dilly
- Restoring purchases inside the app does not bring the plan back
If all four are true, this article is your fix.
The fix
Email support and we link the two addresses on our side. The fix is one-time and the plan turns on within hours of getting a reply.
If your mail client did not open the template automatically, copy this checklist into a new email to support@hellodilly.com with the subject "Subscription not showing but payment is processing":
- Account email (what you sign in to Dilly with)
- Checkout email (the one on the payment receipt)
- Plan you paid for (Dilly or Dilly Pro)
- Approximate date of charge
- Last 4 digits of the card (optional but helps us match the receipt)
How long it takes
Most cases are linked the same day, almost always within one business day. You do not need to email a second time. We will reply when the plan is live on your account.
How to avoid it next time
- At checkout, use the same email you sign in to Dilly with
- If the payment sheet pre-fills a different address, tap into the email field and replace it
- If you need to use a different card, that is fine; only the email needs to match
Why we do not auto-link
Auto-linking by card-on-file would let anyone with a valid card claim any Dilly account that received a payment under that card. The manual link is the safer default. It is also why we ask you to confirm both addresses before flipping the plan on.