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In-app Payment issues & Discount Codes

Having trouble with in-app payments or have a discount code?

If you’re seeing payment errors in the PadsPass app, or if you have a promo code, this article will walk you through your options and help you troubleshoot.

In App Payments Troubleshooting

In-app payments go through the Apple App Store (iOS) or Google Play Store (Android). In rare cases, payments fail for reasons that are outside of PadsPass control.

Try these quick steps first:

  • Check your internet connection, then attempt to complete the transaction again.
  • Make sure your App Store or Google Play account has a valid payment method on file.
  • Ensure sure you are signed into the correct Apple ID or Google Play account on your device.

If in-app payment still does not work, you may be able to complete your purchase on the web instead.

Web Payments

In some situations, PadsPass may offer a secure web checkout option powered by Stripe. This is may be useful when:

  • In-app payment is failing.
  • You have a discount or promo code you want to redeem.

Important: use the same email address at checkout & during account creation

PadsPass links web purchases to your PadsPass account using your email address.

  • If you already have an PadsPass Free Pet ID account, use the same email address at web checkout that you used to create your existing account.
  • If have not yet signed up for a PadsPass Free Pet ID account yet, complete checkout on the web first, then create your PadsPass account using the same email address you used at checkout.

How it works

  • Open one of the following PadsPass web checkout links:
  • Complete checkout securely in your browser using the same email address.
  • PadsPass then connects that purchase to your PadsPass account so your subscription unlocks in the app.
    • Please note: If you used a different email by accident, this can prevent automatic linking. If you purchased a subscription with one email but signed up in the app with a different email, your purchase may stay “pending”. In this case, please email support@padspass.com for assistance.

How to Redeem a Promo Code

If you have a promo code, you will redeem it during web checkout (Stripe).

How to apply your promo code:

  1. Open the PadsPass web checkout link
  2. During checkout, look for the field underneath the subtotal that says “Add Promotion Code”
  3. Enter your code and confirm it applies before you complete payment.

Important notes:

  • Promo codes can only be redeemed through Stripe web checkout, not through in-app purchases
  • If your promo code does not apply, double-check spelling then try again
  • If it still does not work, email support@padspass.com and include the promo code you attempted to use.

What to do if you still don’t see your subscription

After you complete payment, it can take a short period of time for your access to update.

Try this first:

  • Close and reopen the PadsPass app.
  • Ensure you are logged into the app with the same email you used to purchase.

If you still don’t have access

Email support@padspass.com and include:

  • The email address you used in checkout.
  • The email address you used in the app (if different).
  • Any confirmation details you have from Stripe (receipt email, date and time of purchase).
  • If you have it, your Stripe subscription or customer info from the receipt.