Your Membership gives you access to valuable information and tools, so it's crucial that you can use these features when you need them most.
Keep reading for an overview of the most common issues our users have encountered with accessing their paid Membership and how to resolve them.
Table of Contents
- Upgrade prompts after initial purchase or auto-renewal
- Missing markups (waypoints/lines/tracks/shapes/routes)
- Multiple charges
Upgrade prompts after purchasing or auto-renewal
If you're being prompted to upgrade when you try to use a particular feature or view certain data that you should have access to, tap the Menu button in the upper left-hand corner of your screen.
Your Membership level is displayed near the top of the menu.
If you see "Basic user," the problem is typically due to one of the following scenarios:-
You signed into the App with a different email address and are logged into a completely different account that isn't linked to your purchase.
- The only information identifying you as a paid user is the email address you use to log into the App. Logging out and logging in again with the correct email address will fix the problem immediately.
-
You purchased a different onX Membership by mistake and are logged into the wrong App.
- onX has four different Apps (Hunt, Offroad, Backcountry, and Fish) and you may have purchased a Membership for the wrong product by mistake. Purchasing a Membership to one product does not provide any form of paid access to the others.
-
Your payment was declined.
- If the card you have on file expired or was reported lost or stolen, there may have been an issue with the payment method we have on file. Click here for instructions on updating your payment method.
If you saw a paid Membership level when you opened the Main Menu (ex. Premium or Elite) and can't use certain features or view specific data, it's probably for one of two reasons:
-
Your App needs to be updated.
- Our apps are continuously updated to provide the most accurate info; some paid features might not work properly if the App hasn't been updated in some time.
Use your phone camera to scan the appropriate QR code and update your App.
iPhone/iPad users:
Reading from your mobile device? Tap here.
Android phone/tablet users:
Reading from your mobile device? Tap here.
- You don't have a certain feature turned on, or it's not available for your Membership level.
Map Layers and other information won't be visible unless you've turned them on, so make sure that you check to see if this is the case. If you have access to most features and not a specific one, it's likely not available for your Membership level.
Missing markups (waypoints/lines/tracks/shapes/routes)
If you're missing markups, the most common reasons are:
- You signed into the App with a different email address and are logged into a completely different account that the markups aren't saved to.
Don't worry, your content isn't lost—you're just not logged into the correct account. Logging out and back in with the correct email address will show all of your markups.
- You or another user deleted the markups from the account.
If you delete markups from the App, we can restore them for up to 60 days. Beyond that, they're gone forever. As an alternative to deleting markups, consider exporting them as a GPX or KML file for future reference.
- You're not logged into the correct App.
Markups saved from one App don't sync to another; for example, a waypoint saved in the Hunt App won't be visible in the Offroad App unless you export it from Hunt and into Offroad.
If none of these apply, please contact support.
Multiple charges
There are only two possible scenarios for multiple charges:
- You've purchased multiple Memberships without realizing.
or,
- Your initial payment was declined and has been re-attempted.
Don't worry—if you were double-billed, we'll be happy to provide an explanation or a refund. Please contact support and we'll respond within one business day.
Contact Support.