I paid but VEXA still says I'm locked

What the activation screens mean, how long provisioning really takes, and why you will not be charged twice.

Web Updated 26 July 2026

What this does

Your payment and your unlock are two separate events. The card clears first, then VEXA is told about it, then your features open. Usually the gap is a few seconds. Occasionally it is longer, and VEXA says so rather than pretending.

The three states after checkout

What you see	What it means	What to do
Activating your subscription. Spinner, “Payment received. We’re switching on your new plan.”	Normal. The first few seconds.	Wait.
Almost there, activation is taking longer than usual. Orange spinner.	Your payment went through and your subscription exists. VEXA is still switching it on.	Nothing. The page updates itself, and your dashboard unlocks on its own.
You’re in. Green tick, “Welcome to VEXA Pro” or “Welcome to VEXA Edge”.	Done.	Continue to your dashboard.

The middle state is deliberate. It reports what has actually arrived rather than assuming the unlock succeeded.

Steps

Web only

Wait about a minute on the confirmation page. It refreshes itself.
Open your dashboard. It unlocks there independently of the confirmation page.
Still locked? Reload the page once.
Open Profile, then Subscription, and read the status badge.
If it still says “No active subscription” after a few minutes, email support@vexatrade.ai with the email address you paid with.

What you should see

Profile > Subscription names your plan with an Active or Trial badge and a renewal date. Every lock screen is gone on the next page load.

You will not be charged twice

If your payment succeeded and the unlock did not, the fix is on our side and it does not involve another payment. Do not check out again. A second checkout is refused anyway: VEXA returns “You already have an active VEXA subscription” rather than selling you a duplicate.

If it doesn’t work

You paid on your phone and the web is locked. Sign in on the web using the same account you use on the phone. If you signed up with Apple or Google on the phone, use the same button on the web rather than an email and password.
You paid on your phone, on the phone, and it is still locked. Use Restore purchases. See Restore purchases.
You are on Edge and the locked feature is Sentinel, Pattern Recognition or Weekly Overview. Those three need Pro. See Why a feature is locked.

Start a subscription on the web Pick a plan on the web, pay through Stripe checkout, and know what each of the three post-payment screens means. Why a feature is locked Which parts of VEXA need Edge, which need Pro, and why a free account cannot open its own old trades. Restore purchases Reconnect a subscription you already paid for on this Apple Account or Google account, and what the 'no active subscriptions' message really means.

Still stuck? Email support@vexatrade.ai.