Troubleshooting: Error message when attempting to upgrade my ZenVideo subscription

If you see the error message stating either "You need to upgrade using the same ZenVideo Product you subscribed with..." or “You started this purchase on another device” when trying to upgrade your account, this indicates that you need to switch the platform you are using to pay for your account upgrade to the one you used when you first purchased. This article explains what causes this error message and how to solve it so you can upgrade your subscription successfully. 

What is causing this error to display when upgrading?

This error displays if you initially purchased your subscription on a different device or platform than the one you are using to upgrade. 

For example, if you first upgraded to a paid plan directly on vimeo.com, but then try to upgrade on an iOS device using your Apple account, you will see the error stating you need to upgrade using the same ZenVideo Product you subscribed with. 

How to solve the upgrade error message

If you encounter the error message "You need to upgrade using the same ZenVideo Product you subscribed with ..." you need to switch to the device or platform you used when you initially purchased your ZenVideo subscription.

• If you see this error in the ZenVideo mobile app, then you most likely purchased directly on the ZenVideo site, and would need to go to vimeo.com, log in, and upgrade your account by clicking any Upgrade prompt or by visiting the pricing page.
• If you see this error on vimeo.com, then you likely purchased using the ZenVideo app your Apple or Google Play account, and would need to upgrade in the ZenVideo app or via subscription management tools on your iOS or Android device.