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My sharp10 subscription isn’t showing in the app after purchase—why?
Short Version
If your audiosnippets are not accessible after purchasing a subscription, please review the following steps:
- Make sure to use the same email address on both the website and the app
- Refer to your order confirmation email to verify the email address associated with your purchase.
- Make sure the email address shown in the sharp10 app matches the one used for your purchase.
- Sign out and back into the sharp10 app.
- Close and reopen the sharp10 app completely.
- Delete and reinstall the sharp10 app.
- Write an email to support@sharp10.com.
Special Case: Apple Private Relay Address
If you’re using an Apple Private Relay address through Apple Sign-In but purchased your sharp10 subscription using a different personal email on our website, our system may not be able to match your purchase to your sign-in email.
What to do:
Please contact us at support@sharp10.com and include the following details:
- Your order confirmation (screenshot or email)
- The email address used during purchase
- If possible: The Apple ID email (Relay address) you used to sign in
We’ll make sure your subscription is properly linked to your account.
We appreciate your patience and are happy to help!
Full Article
Important: Always Use the Same Email Address
One Email Address = One Customer Account
Some users may have multiple email addresses.
Occasionally, this leads to a mismatch—for example, using one email address to place an order on the sharp10 website and a different one to sign in to the sharp10 app.
In such cases, our system cannot recognize you as the same customer, and your subscription access is not granted.
Therefore, please make sure to always use the same email address—both when placing an order on the sharp10 website and when signing in to the sharp10 app.
We kindly ask you to verify the following:
A. Check the Email Address in Your Confirmation Email
When you place an order at sharp10, you will always receive a confirmation email.
Please start by checking which email address was used in this confirmation message.
If you did not receive a confirmation email, it’s likely that an incorrect email address was entered during the order process.
In that case, please contact us directly at support@sharp10.com.
B. Check the Email Address in the App
In the sharp10 app, under the “More” tab, you’ll find a settings option called “Change Email Address.”
Please check which email address is listed there.
Is it the same email address you used to purchase your subscription on the sharp10 website, or the one shown in your order confirmation email?
If not, please log out of the sharp10 app and sign in again using the correct email address.
C. Log Out and Log Back In to the Fliegenglas App
In the sharp10 app, navigate to the “More” tab and select the “Sign Out” option.
Once logged out, sign back in—ensuring you use the same email address you used when placing your order.
You should now have full access to all sharp10 audio snippets.
D. Close and Restart the sharp10 App
Completely close the sharp10 app and then relaunch it.
Please check whether you now have access to the audio snippets.
E. Reinstall the sharp10 App
If the issue persists, reinstalling the app may help:
1. Uninstall the sharp10 app completely from your device.
2. Reinstall the latest version of the app from the App Store or Google Play.
3. Sign in again using the same email address you used for your order.
Now check whether you have access to the audio snippets.
If not, feel free to contact us at support@sharp10.com—we’re happy to help.
F. Special Case: Order Placed Using an Apple Private Relay Email Address
There is one slightly more complex special case:
Some users sign in to the sharp10 iPhone app using their Apple ID and choose the option to hide their email address.
In this case, Apple generates a so-called Private Relay Address—an anonymous email that ends in @privaterelay.appleid.com.
The issue arises when users place an order (for a single audiobook or a subscription) using this anonymous email, then log out of the app and later sign in again using a different email address.
As explained above, our system works on the principle:
One Email Address = One Customer Account
It cannot link different email addresses, and most users are not aware of their exact Private Relay address.
Solution:
1. Send an email to support@sharp10.com.
2. Include any information you received from Apple (or from us) about your subscription, along with your first and last name.
3. Specify the email address you would like us to transfer your order or subscription to.
Once we have this information, we will manually assign your subscription to your preferred email address in our system.
If all details are complete, this process usually takes no longer than one business day.
If None of the Above Works: Contact Us at support@sharp10.com
If none of the steps above resolve the issue, please email us at support@sharp10.com.
To help us assist you as quickly as possible, please include the following information (if available):
1. Your order number from the sharp10 confirmation email when ordering the subscription.
2. Your full name.
3. The date of the order.
4. The device you are using to access the sharp10 app.
We’ll get back to you as soon as possible and help you get access to your content.
