Help & support

Premium belongs to the Visionaria account you were signed in to when you bought it. On a new phone, sign in the same way as before (Apple, Google, Facebook or email). If Premium does not show up, tap Restore on the Premium screen, or in the latest version of the app go to Profile, Settings, Help & support, Restore purchases. Restore checks the Apple ID or Google account signed in to the store on this phone, so it has to be the one that paid.

Subscriptions are billed by Apple or Google, so you cancel them in the store. iPhone or iPad: Settings, tap your name, Subscriptions, Visionaria, Cancel Subscription. Android: Google Play app, tap your profile picture, Payments & subscriptions, Subscriptions, Visionaria, Cancel subscription. In the app, Profile, Settings, My subscription takes you there too. Cancel at least 24 hours before the renewal date to avoid the next charge. Premium stays until the end of the period you paid for, and your progress stays. Deleting the app or your account does not cancel a subscription.

Payments go through Apple or Google, and they decide on refunds under their own policies: we cannot refund a store purchase ourselves. App Store: request a refund at reportaproblem.apple.com. Google Play: follow Google Play's refund help. If something went wrong with Premium, write to us as well and we will help.

The yearly plan starts with a 7-day free trial if it is your first Visionaria subscription (Apple or Google decides whether your account qualifies). You pay nothing during the trial. If you don't cancel at least 24 hours before it ends, the yearly subscription starts and is charged at the end of the trial; the store shows the date and the price before you confirm. Depending on the store, Premium may end as soon as you cancel a trial.

A one-time purchase that gives you Premium for as long as Visionaria offers Premium in the app. It is not a subscription and never renews. It is offered for a limited time to new members, usually during their first 30 days with Visionaria, and the app shows the price and when the offer ends. Buying it does not cancel a subscription you already have: cancel that in the store so it does not renew.

Yes. If your App Store or Google Play country is Ukraine, all of Visionaria is open to you free of charge. The store country decides, not the app language. The first time, open the latest version of the app while you are on a Ukrainian network: the app checks the store country and the network country once, and after that free access stays wherever you are. A subscription you already pay for keeps renewing until you cancel it in the store.

In the app: Profile, Settings, Delete account (at the bottom). Without the app, email us from the address of your account. What we delete and what we keep: Delete your account. Deleting your account does not cancel a store subscription, so cancel it first.

Your progress and Premium belong to the account you signed up with, so sign in the same way as the first time: Continue with Apple, Google or Facebook, or email and password. Forgot your password? On the email sign-in screen tap Forgot password and we send a code to your email. If you used Apple's Hide My Email, your account is under a private relay address: sign in with Apple again. Still stuck? Write to us from the email you use for Visionaria.

Codes come by email from Visionaria. Check the Spam and Promotions folders and that the address has no typo. A code works for 10 minutes; you can ask for a new one (Resend code) after about a minute, and only the newest code works. If nothing arrives after a few minutes, write to us.

Yes, with Premium (and in Ukraine, where Premium is free), in the latest version of the app. Open an episode and tap the cloud button to download it; downloaded episodes are in Library, Downloads, and play without a connection. They stay on that phone only, and they are removed when you sign out or when Premium ends. If the phone runs out of space, the system may clear them, and the episode streams again.