If you just subscribed and a meditation or breathing exercise still shows a lock, pull down to refresh the screen, or close and reopen the app. Mytherapist.ng Prime activates instantly on our side, so a refresh usually clears a stale screen.
First, check the item is a Prime item
Free and Prime content sit in the same lists. Items that are part of Prime carry a Prime badge with a lock until you subscribe; free items play right away. If a locked item still won't play after you subscribe, work through the checks below.
Checks
- Refresh. Pull down on the screen, or close the app fully and open it again.
- Confirm Prime is active. Open the Profile tab. An active member sees a Prime badge under their name, and the Prime row reads Manage Prime, "You are a Prime member". If it still says Subscribe to Prime, your membership isn't active on this account.
- Check the expiry date. On Manage Prime, look at the expiry date. A gifted or invite-code membership runs for a set period and then lapses without renewing.
- Check which account you're logged in with. Prime belongs to one account. If you subscribed under a different email, log in with that one. Family members are added by email, so your account must use the email the plan manager entered.
Still locked after all that
Message support with the name of the locked item and the email on your account. In the app, open Settings → Chat with Support. A person replies Mon–Sat, 9am–5pm WAT.
A reschedule or cancellation still charged a fee
Prime members pay nothing to reschedule or cancel, and the app shows "Covered by Prime" where the fee would be. If you were charged while Prime was active, message support with the appointment details.
Nothing is wrong with a free item that plays while another sits locked. Prime is applied per item, so free and premium items live side by side in the same list.
Related: Meditation and breathing exercises, What Prime is and what it costs, Subscribe to Prime.
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Profile tab, Subscribe to Prime, pick a plan, Subscribe Now, then pay by card, direct debit or invite code.
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Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng