# What steps should I take if I can’t log in to the app to access the premium features?

1. Verify the type of Report and Run: Offline account you have. If it was set up as a "team" account with an organization/employer, you can use the "Forgot Password" option at the login screen.
2. If you purchased your own Report and Run: Offline upgrade - not through an organization/employer's team account - then you won't log into the app. Instead, you will log into the app store where you originally purchased the subscription to restore it.

{% hint style="info" %}
Please note: You can only access your Report and Run: Offline subscription from the same operating system you used to purchase the subscription. For example, if you originally subscribed on an Android device, you will need to log into the Google Play Store on another Android device to restore your subscription. If you originally subscribed on an iPhone or iPad, you would need to log into the App Store on another iOS device.
{% endhint %}

If you are unable to restore your subscription, please [contact us](/manual/faq/c169/q575.md) for a refund.

## Related

* [FAQ: How do I subscribe to the paid tier of Report and Run: Offline?](/manual/faq/c142/c144/q397.md)
* [FAQ: Why am I being asked to subscribe to the premium version even though my subscription is active?](/manual/faq/c160/c165/q546.md)
* [FAQ: Can I use Report and Run: Offline on multiple devices (iOS, Android) with the same subscription?](/manual/faq/c142/c148/q423.md)
* [FAQ: Why is my subscription showing as inactive or not being recognized by the app after I’ve paid?](/manual/faq/c160/c165/q543.md)


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