Subscription Auto-Renewal FAQUpdated 22 days ago

Why didn’t my subscription auto-renew?

During our migration to a new payment system, we encountered an issue with subscriptions that were originally paid via alternative payment methods like PayPal or ShopPay. Unfortunately, these payment methods couldn’t be transferred into our new system. As a result, your subscription didn’t auto-renew as expected.

Will I lose access to my subscription benefits?

No, you won’t lose access to anything you’ve already paid for. Your subscription will remain active until the end of its current billing cycle.

What happens when my subscription ends?

When your current subscription ends, it won’t auto-renew. You’ll need to manually subscribe again to continue enjoying your benefits.

I purchased a new subscription, but I was charged twice. What happened?

If you had an unresolved subscription from before the migration and purchased a new one, the old subscription may have charged you once a valid payment method was added. If this happened, please contact our Customer Happiness team so we can resolve the issue and refund any duplicate charges.

Why did this happen?

The issue occurred because we weren’t able to migrate alternative payment methods like PayPal or ShopPay to our new system. Without an active payment method, the auto-renewal process didn’t trigger as expected.

How do I subscribe again?

Simply visit our Yoto Club product page https://yotoplay.com/yoto-club, choose your preferred subscription plan, and enter your payment details. This will create a new subscription moving forward.