Unable to Complete Purchase

If you’re unable to complete your purchase, there may be several possible reasons. Follow the steps below to identify and resolve the issue.

1. Check your payment details

First, make sure your payment details are up to date and that there are enough funds available.

• If you subscribed directly through our website: Go to My Account and select Update Payment Method to review or update your details.
• If you subscribed through the Apple App Store:  Visit Apple Support: https://support.apple.com/en-gb/118293
• If you subscribed through the Google Play Store: Visit Google Support: https://support.google.com/accounts/answer/9244912?hl=en

2. Error message: “You are currently subscribed on another platform”

This means your existing Reading Eggs subscription was purchased on a different platform (such as Apple or Google Play).

How to resolve this:

Cancel your subscription renewal through the Apple App Store or Google Play Store, then retry, or complete your purchase using the same platform as your current subscription.

3. Apple notification: “Existing Account Detected”

This appears when Apple finds an existing Reading Eggs account linked to the Apple ID you’re using.

How to resolve this:

Log in using the email address shown in the Apple notification and complete your purchase, or sign in using a different Apple ID.