If you are on a third-party subscription via the Apple App Store, each time a monthly payment is deducted from your account this subscription renewal information must be relayed back to Reading Eggs. This transfer of information occurs during the process of logging into the app. 

If you are logged into the app at the time, the funds are deducted from your account and the subscription renewal information does not get sent to Reading Eggs. This results in users getting locked out of their account. To send this information and reactivate your account, please log out and log back in on all Apple devices that use the Reading Eggs app, then wait up to five minutes for your account status to update. 

Please note the iPad/iPhone you are using must also be logged into the iCloud account that is attached to your iTunes subscription.