How do I cancel my Pro subscription – and why can't I do it by emailing Trait?

Why the store and not Trait?

When you buy Pro, you enter into a contract with Apple (App Store) or Google (Google Play), not directly with us. You pay the store; we receive a statement and a share from them. So the money never reaches us directly – and that's exactly why we have no access to your subscription: we can't cancel it, extend it or refund it. That's also what our Terms and Conditions say. We decide what Pro includes; everything to do with payment, subscription length and cancellation is handled by the store.

Unfortunately, that means cancelling by emailing us won't do anything. We're happy to reply and point you to the right way – but you have to cancel yourself in the store. The good news: it's straightforward, and no written request is needed.

How to cancel

iPhone / iPad

Settings → [your name] → Subscriptions → Trait → Cancel Subscription

Android

Google Play Store → profile picture → Payments & subscriptions → Subscriptions → Trait → Cancel

The exact labels may change slightly with new operating system versions. After cancelling, Pro keeps running until the end of the period you've already paid for and won't renew after that. You'll get a cancellation confirmation from the store, not from us.

Important: What is not a cancellation

• Deleting the app does not cancel the subscription.
• Deleting your Trait account doesn't cancel the subscription either – the contract with the store keeps running (see Delete account).
• An email to Trait does not cancel.

If you can't find your subscription in the store, it was probably bought with a different store account (e.g. a second Apple ID) or on the other platform. Check the subscription management there – you can also do this in a browser via your Apple or Google account.

Changing the length, renewing, payment method, receipt

• Switching between subscription lengths (e.g. from 1 month to 6 months) is done in the same subscription management in your store. Which options exist: Subscription options.
• Renewal happens automatically as long as you don't cancel.
• Payment method can be changed in your store account.
• Invoices and receipts are issued by the store, not Trait – you'll find them in your Apple or Google account.

Refunds

Refunds are also handled exclusively by the store; we can't trigger any. How to request one: Unexpected charge & refund.

Switching between iPhone and Android

An Apple subscription doesn't work on Android and vice versa. When switching platforms, cancel in the old store and subscribe again in the new one: Switching iOS ↔ Android.

Pro not active despite a subscription?

If the app shows you as a Free user despite an active subscription, going to Settings → Subscription → “Already purchased? Restore here” usually helps: Bought Pro, app shows Free.