Pro is not unlocked in the extension

Symptom

The website or Stripe shows a completed purchase, but the extension still enforces Free limits or watermarks.

Most likely cause

The website sign-in and the extension connection are separate sessions. Google or email sign-in can finish on the website while the extension is still disconnected, linked to another account, using a revoked token, or waiting for a fresh Pro status response.

Checkout does not wait for the extension. A browser-connection timeout does not cancel your payment or move the subscription, and it never means you need to buy Pro again.

Fix it

Do not send AI conversation content to support. Check the account state, then refresh the plan status in the extension.

1. 1

   Open your Account page and confirm it shows Pro and the expected email.

2. 2

   If the Account page says payment is processing, wait for its status to update; do not start another purchase.

3. 3

   Open RecallBase Account settings in the extension and compare the email.

4. 4

   If the extension is disconnected, select Sign in. If it shows the same account, select Refresh Pro status or reopen the extension.

5. 5

   If it shows a different account, disconnect that browser account, then sign in with the paid account.

Verify it worked

The extension settings should show Pro, and PDF/image watermark settings should be disabled.

Check the Account page first

The Account page is the source of truth for billing. Payment is attached to the website account that created Checkout, not to whichever account the extension is connected to.

If the Account page does not show Pro, check whether payment is still processing or billing needs attention before troubleshooting the extension. If the Account page shows Pro but the extension shows Free, your purchase is safe; reconnect or refresh the extension.

What RecallBase cannot verify

The website cannot inspect or replace local extension account state without a fresh, user-started connection. It also cannot move a paid subscription to another extension account. A connection attempt uses a short-lived signed handoff; the long-lived extension token stays inside extension storage.

Account mismatch check

The most common fix is confirming that the extension is linked to the same RecallBase account that bought Pro. If you use multiple email addresses or browser profiles, compare the email shown on both surfaces. An account mismatch keeps billing on the website account; you fix it by switching the extension account, and the purchase never moves.

When to contact support

Contact support only after you have confirmed the Account page shows Pro and the extension is linked to the same account. Share the account email, browser, extension version, and visible status message. Do not include prompt text, answer text, exported files, screenshots of private chats, cookies, or tokens.