If your unlocks aren't behaving the way you'd expect, here's what to check.
I used an unlock but can't access the book
A few things to try:
- Sign out and back in. This resolves most access glitches.
- Check that your subscription is active. If it's lapsed or on hold due to a payment issue, your unlocked books may not be accessible until it's resolved.
- Try a different device or connection. Occasionally, connectivity issues can prevent content from loading.
If none of that works, start a conversation with our virtual assistant and include the book name.
My unlocks didn't refresh
Unlocks refresh on your billing date, not on a fixed monthly calendar. If it feels like they're late:
- Verify your billing date in your account settings — your unlocks will refresh on that date.
- Check whether you paused. If your subscription is paused, you won't receive new unlocks until it resumes.
- Remember the 6-month expiration. While unlocks roll over month to month, unused unlocks will expire 6 months from the date you received them, even if your next billing date hasn't arrived yet.
I should have more unlocks than I'm seeing
If your unlock count doesn't match what your plan should provide:
- Verify your plan tier in your account settings. Standard gets 1, Plus gets 3, Deluxe gets 5.
- If you recently upgraded, your new allocation should have appeared immediately. If it didn't, our virtual assistant can investigate.
- Double-check your current availability in your account settings — sometimes the count is right but the timing feels off relative to when you expected a refresh.
I unlocked the wrong book
It happens. Start a conversation with our virtual assistant. We'll do our best to help, though we can't guarantee a reversal in every case.
On a Legacy plan? Unlocks don't apply to you. If you're having access issues, see "I'm on a Legacy Everand plan" or reach out through our virtual assistant.
Frequently asked questions
Q: I unlocked a book but now it says it's locked. What happened?
A: Unlocked books stay accessible as long as your subscription is active. If one is showing as locked, try signing out and back in first. If your subscription lapsed or is on hold, resolving that should restore access.
Q: When do my unlocks refresh?
A: On your billing date. Check your account settings to see when that is. If your subscription is paused, unlocks won't refresh until you resume.
Q: I just upgraded my plan but my unlock count didn't change. What's going on?
A: Upgrades should add your new allocation immediately. If your count didn't update, start a conversation with our virtual assistant and we'll sort it out.
Still stuck? Start a conversation with our virtual assistant — it's available from any help center page. If it can't sort things out, it'll connect you to our support team.