Purchases or unlocked content not showing up?

Purchases or unlocked content not showing up?

You bought something in our shop, but it's not appearing in the app? Or you can log in, but you don't see your products?

This almost always happens because you're logged in with a different email address than the one you used when making the purchase.

How to fix it

1. Check your order confirmation: Which email address did you receive it at?
2. Make sure you're logged in with that exact email – both in the shop and in the app.

That's it! Once the email address matches, you'll have access to your purchases.

Good to know

It doesn't matter whether you log in with Google, Apple, or email + password. The only thing that matters is that the email address is the same.

Example that works:

• App: Login with Google (max@gmail.com)
• Shop: Login with email + password (max@gmail.com)
• ✅ Same email = access to all purchases

Example that doesn't work:

• App: Login with email + password (max@hotmail.com)
• Shop: Login with Google (max@gmail.com)
• ❌ Different emails = purchases won't show up

Most common mistake

You're logging in with Google or Apple, but a different email address is linked there than the one on your Brainwave3D account.

Solution: Don't log in via Google – log in directly with the email address from your order confirmation + password instead.

Accidentally used the wrong email?

No problem – we can merge your accounts for you. Just contact us and let us know which email addresses need to be linked.

Still no access?

Just message us via the chat in the bottom right corner of our website – we're happy to help!

Updated on: 26/01/2026