Why am I being asked to pay again?

Purpl may ask you to pay again if you have accidentally created a second account or your document has expired.

Once you have verified and paid for your account - you will not be asked to pay again until your renewal date.

If you are being prompted to pay again

You have likely created a new account.

This often happens when someone joined with their email address, but then later logged in using Google, Facebook or Apple sign-in.

The new sign-in may have created a new account that is not linked to your original email address used to set up your Purpl account.

To check:

Log in to the account asking you to verify.
Go to your Profile page.
Check the email address linked to that account.
Compare it with the email address you originally used to join and pay for Purpl.

If the email addresses are different, log out and sign back in using your original account details.

Apple 'Hide My Email'

When you sign up using Apple, Apple may give Purpl a private email address instead of your normal email address. This can happen even if you do not realise you selected Hide My Email.

The private address usually looks like a random email ending in @privaterelay.appleid.com.

This can cause problems later because:

You may not remember which email is linked to your Purpl account
Signing in with your normal email may create a second account
Your membership or verification may appear to be missing
Purpl emails may not reach you correctly

How do I fix it?

Log in to the Purpl account linked to your membership
Go to Profile
Check the email address shown
If it is an Apple private email address, change it to your normal email address

What if I already created another account?

You cannot change the email address if another Purpl account is already using it.

First:

Log in to the accidental account using your normal email address
Go to Profile.
Delete that account.
Log out.
Sign back in to your original verified account
Change the Apple private email address to your normal email address

We recommend using your normal email address rather than Hide My Email when signing in with Apple.

If you are not sure which account is the correct one, contact the Purpl support team. We can help you find your verified account and explain what to do with the duplicate account.