In rare cases, we might have successfully received your payment, but our systems did not upgrade your account from free to Premium due to a bug or communication error. If you believe that is the case, then please get in touch with Customer Support.
It could also be possible that you have more than one FileFactory account, and you are signing into an account that has expired or has never been upgraded to Premium.
Search your email for a payment receipt
Every time you are charged, we email you a payment receipt that displays your Premium account's email address (Account ID).
The subject of the email is "Payment Receipt from FileFactory.com" - so try searching your email records for that string. Please also check your spam folder in case it was delivered there.
If you cannot find the correct email address of your FileFactory account or a payment receipt, please send us a message, and supply your First Name, Last Name, and last four digits on the credit card being used, so we can look up your payment details and try to find what email address your FileFactory Premium account is associated with.