Why did you remove my ticket instead of solve my issue?

Good day,

Thanks for your feedback. The ticket is indeed no longer available, we haven't removed it.

Please remind the issue raised.

Regards,

Aloha Team

Ok thanks.

Oh, I didn’t read it properly.

So I had free premium about 5-7 years ago (Not sure when) on my iPad and iPhone. Aloha promised that I could use the premium like forever. I just don’t know what I did to earn that.

Last year Aug or Sep, the free premium service disappeared from iPad but it still works on my iPhone. Same iCloud account and same profile account.

Can you make it back to my iPad? I use Aloha more on my iPad than iphone.

I will upload the screen shot of my iPhone and iPad to compare.

Thanks.

When my Free Premium membership disappeared the iPad Aloha showed me ‘A Week Free Trial.’ So I thought if I clocked it the Free Premium’ would come back. So I clicked it.

After one week later, it said I have to pay for the premium. So I cancelled.

I just found the cancellation date in app’s subscription page on my iPhone. At the same time Aloha app on the same iPhone shows I have the ‘Free Premium’.

Here’s what we see on our side:

– You had a paid subscription in 2025 for 7 months.
– You also had free Premium granted part of Aloha promo in September 2025 on your iPhone 16 Pro Max.
– That free Premium was correctly synced to your profile and appeared on your iPad.
– In September 2025, when the promo period ended, it was correctly removed and stopped displaying on your iPad.
– Currently, there are no traces in your profile (or across any of your devices) of any older Premium from 5–7 years ago.
– We also retested free Premium syncing to profile, and it is working correctly.

What we don’t understand yet is what is currently happening on your iPhone regarding Premium. From our side, there is no active entitlement attached to your profile.

To move forward, we need a report directly from your iPhone 16 Pro Max where Premium is showing:

1. Go to iPhone Settings

2. Scroll down to find Apps - tap Aloha in the list

3. Toggle Debug mode on

4. Go to Aloha app

5. Tap Report in the top right corner and send it to us

At the moment, our working assumption is that this could be an old, unsyncable type of Premium stored locally on the device. The report will help us confirm or rule that out.

Let’s start with the iPhone report and dig into it from there.

Ok, this is gonna be long discussion.

1. You had a paid subscription in 2025 for 7 months.

=> The screenshot is attached as a proof that shows I never paid for the premium.

2. You also had free Premium granted part of Aloha promo in September 2025 on your iPhone 16 Pro Max.

=> Possibly... My wife used a week free promotion as well and then paid for a year the premium on her iPad. I think she downloaded from my account’s sharing apps long time ago for I recommended her to use. Maybe you found this one as the activated promotion and ended but it is still in the paid premium???

=> Honestly I never needed to click the promotion on my iPhone for it has been in the free premium for a long time but maybe I’m confused whether I clicked the promotion on iPhone or iPad. I’m sure that I did just once. I’m not so sure which one.

3. That free Premium was correctly synced to your profile and appeared on your iPad.

=> Maybe connected to no.2 ???

=> Not sure from when I logged in to my profile on my iphone and ipad though. I think I created my profile to ask about other things around 5 years ago.

4. In September 2025, when the promo period ended, it was correctly removed and stopped displaying on your iPad.

=> Maybe connected to no.2 as well???

5. Currently, there are no traces in your profile (or across any of your devices) of any older Premium from 5–7 years ago.

=> As I wrote “Not sure from when I logged in to my profile on my iphone and ipad though. I think I created my profile to ask about other things around 5 years ago”

=> I don’t know how to prove this. My wife is the only witness of it. I told her so many times how good Aloha was and asked her to pay to use. I took some photos from my wife’s iPad. She doesn’t have any profile though.

6. What we don’t understand yet is what is currently happening on your iPhone regarding Premium. From our side, there is no active entitlement attached to your profile.

=> Maybe it’s because I used the free premium without any profile for a long time??? Maybe???

Ok, my side stories are here.

1. I didn’t raise this issue to get what I didn’t have.

2. I’m sure that I can get free premium or even paid premium without any profile. My wife paid for yearly premium without any profile.

3. If you can trace the date I logged in to my profile, it will help our understanding. I think that I had never any issue about my free premium before I logged in from my app to sync the bookmarks if I’m not wrong. Maybe I’m wrong.

4. I’ll do what you asked me to do the debug and the report to remove my free premium on my iphone. I don’t use much on my phone anyway. I used Aloha mostly on my iPad. Sadly it’s gone now.

5. I don’t wanna waste my time anymore to prove myself that I had free premium. Actually I really appreciated that I could use your app for free for a while but this is just too much and I am disappointed by this process. I don’t want to do anymore to prove my honesty here. I thought it would be really easy to fix. If you don’t find any proof of what I raised in your system, that’s ok. Let’s close it.

I just did the report.

Thanks.

HI,

Thanks for your message!

Free Premium access is offered as a limited promotional privilege and may only be available on certain devices or accounts. Eligibility is determined automatically based on system capacity and internal criteria.

Because of this, it may not appear on another device, and we are unable to manually enable it upon request. We appreciate your understanding and hope you continue enjoying the app!

Best,

Aloha Team