The most common reason is a different account: your access belongs to the Citily account you bought with, not to the device and not to your Google or Apple account. Check under Profile in the app which email address you are currently signed in with.
If it is the right account, this order helps:
- Close the app completely once and open it again.
- Check that your device is online: the content is streamed.
- Check in the store whether the subscription is listed as active there and the last payment went through.
After a fresh purchase it can also take a moment before the store reports the payment to us and the access appears in the app.
If it stays that way, write to us: within a valid period we can normally restore access on the server. How to reach us is under Support and contact. Please give the email address of your Citily account and roughly when you bought.