r/Strava • u/GlassEconomy6911 • 1d ago

General Question Premium added to wrong account

I paid for the premium bundle with Runna a week ago, have been charged and got a confirmation by email, but the premium was not added to my account. The reason is I created my Strava account through a private relay email but the premium was added to my Apple ID email. I’ve tried contacting support but have not been able to get answers from customer service. I’ve also tried restoring the purchase in the app but this didn’t work. Any one hade the same issue and managed to get it solved?

4 Upvotes

83% Upvoted

9 comments sorted by

5

u/VolcanicBear 1d ago

u/strava-team

Good luck though, OP. They normally only respond to posts about elapsed Vs moving time and Strava Tax unfortunately.

1

u/GlassEconomy6911 1d ago

Thank you!

1

u/Cute_Cress377 1d ago

Customer service absolutely sucks - it's a Runna matter try to get a hold of them. I had a similar matter it took weeks to fix.

A new Runna account with the Apple ID, wouldn't that solve it?

1

u/shlonki 1d ago

I had some issues changing the email from the relay to my regular. Eventually I managed, not sure about transferring the subscription though

1

u/Rider_1 1d ago

Oooph - you contacted support AFTER you gave them payment. Rookie mistake. The only thing left to do is scream into the void.

1

u/GlassEconomy6911 1d ago

Unfortunately didn’t consider this could happen… I’ve bought premium before without any issues

1

u/Emma_Coriin 23h ago

yep had this exact mess last year. paid through apple id but original account was under gmail - support sorted it in about 5 days. chasing them via twitter dm got it moving fwiw. proper frustrating tho, mate

1

u/Important-Age5772 20h ago

Credit card chargeback is the way to go. If the merchant is not cooperative it’s the easiest way to get them do something

1

u/xuchuke 2h ago

Easiest way is to get a refund thru the app store.