It happens, it is fixable, and it never costs you a second purchase.
What went wrong
Capital Prep grants access to the address used at checkout. Sign in with a different address and you land in a different account — one with a trial in it. The pass is not lost. It is sitting on the other address.
Common versions of this:
You paid with a personal address and signed in with your work one, or the reverse.
You paid with a Google account whose address is not the one you type.
There is a typo in the address you gave at checkout, so the receipt went somewhere that is not quite your mailbox.
How to check
Compare two things: the address on your Stripe receipt, and the address under Account → Profile. If they differ, that is the whole problem.
How to fix it
Email [email protected] and tell us:
the address you paid with (from the receipt), and
the address you want to use from now on, and
your exam.
A person moves the purchase to the account you want, with your studying intact. There is no self-serve merge, on purpose — moving a paid entitlement between accounts is not something we let a form do.
If you cannot reach the address you paid with at all — a closed work account, a typo that went nowhere — say so. We can still find the purchase from the card's last four digits and the date.
Meanwhile, do not buy again. A second purchase does not merge the first one; it just means a second refund for us to process.
