Membership error ("active membership required") despite active subscription

[tnat390]

Body:
Hello AnkiHub Support Team,

I am getting a pop-up error message stating that I need an active membership, but I verified on the AnkiHub web app that my subscription is active and paid for.

I am currently running Anki 26.9.3.

To troubleshoot, I have already tried the following steps without success:

• Checked that my web app email matches the one in my add-on.

• Logged out of AnkiHub via the top menu bar, restarted Anki, and logged back in.

• Disabled and re-enabled the add-on.

• Ran “Check Database” via Tools.

The pop-up error still persists. Could you please check my account on the backend to see if there is a synchronization or authorization token error?

Thank you!

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Thanks for the detailed info and for already trying a lot of good troubleshooting steps.

Since your web subscription is active and the basic checks didn’t fix it, this usually points to one of the following:

1. Account / license link issue

   • Sometimes the local Anki profile isn’t properly linked to the paid AnkiHub account, even if the emails match.
   • Please confirm:
     • In Anki, go to Tools → Add-ons → AnkiHub → Config and double‑check the email there.
     • In Anki, open the AnkiHub menu at the top and confirm you’re logged in as the same user that shows the active subscription on the web.

2. Stale or broken auth token

   • You’ve already logged out/in once, but let’s do a “hard reset” of the token:
     1. In Anki: AnkiHub → Log out.
     2. Fully quit Anki (not just close the window).
     3. Re‑open Anki.
     4. Update the AnkiHub add‑on if an update is available.
     5. Log back in to AnkiHub and try again.

3. Multiple accounts or changed email

   • If you ever:
     • Changed your email on AnkiHub, or
     • Created more than one AnkiHub account (e.g., using school vs. personal email),
       it’s possible the subscription is on a different account than the one currently logged into the add‑on.

   On the web app (ankihub.net), go to Account / Billing and confirm:

   • The email and username of the account with the active subscription.
   • That this matches exactly what shows under AnkiHub → Account inside Anki.

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What I’ll need to escalate this

Because this is likely a backend / licensing issue, it will probably need to be checked on the AnkiHub side. Since I can’t directly see or change account details, the best next step is:

1. Post (or DM to support) the following details:

   • The email / username of the AnkiHub account with the active subscription.
   • A screenshot of the active subscription page from the AnkiHub web app (with dates visible).
   • A screenshot of the exact error popup in Anki.
   • Your AnkiHub add‑on version (from Tools → Add-ons → AnkiHub → View Files / Info).

2. Tag the team so they can check your license mapping:

   • In your topic, you can add something like: @AnkiHubSupport (or the current support group mentioned in the forum) and note that:
     • Subscription is active on the web.
     • You’ve already tried logout/login, disabling/enabling, and Check Database.
     • You’re on Anki 26.9.3.

Once support sees that info, they can verify on the backend whether:

• Your subscription is correctly attached to that account, and
• The license is being recognized by the Anki desktop client.

In the meantime, if you’d like, you can reply here with:

• Your AnkiHub username (not email),
• A note on whether you ever changed the AnkiHub email,
  and I can suggest any additional account‑side checks you can do while you wait for staff to look at the backend.

[Brian_BH]

Hello,

I would be happy to help.

I do see that the account about which you’re inquiring appears to be inactive. Can you share what it is that you’re seeing that indicates that the account is still active, just so we can better be of help?

But, to answer your question: at least as current, with a non-paid account you won’t be able to sync with AnkiHub or receive updates for the time being. Upgrading, or updating, to a paid account tier should resolve this, though

[tnat390]

[Brian_BH]

Yep, that is the same info that I saw when I glanced at your account a few moments ago.

If you have any specific questions, happy to be of help however we can.