FAQs

HOW CAN WE HELP?

Search for topics or browse our most frequently asked questions below.

If you need more help, feel free to contact us at support@sticker.ly.

Q1. Cancel a subscription

If you decide that Sticker.ly PLUS isn't the right fit, you can cancel at any time. You’ll keep all PLUS benefits until your current billing period ends.

About Refunds Per our Terms and Conditions, all in-app purchases are managed by Apple or Google. To request a refund, please contact their support teams directly.

To cancel your subscription via App Store:

  1. Open the App Store.
  1. Tap your profile icon in the top-right corner.
  1. Select Subscriptions.
  1. Find and select Sticker.ly from the list.
  1. Tap Cancel Subscription and follow the prompts to confirm.

To cancel your subscription via Google Play:

  1. Open the Google Play Store.
  1. Tap on your profile icon in the top-right corner.
  1. Go to Payments & Subscriptions > Subscriptions.
  1. Find and select Sticker.ly from the list.
  1. Tap Cancel Subscription and follow the prompts to confirm.

Q2. Issues with exporting to WhatsApp

Ensure that both Sticker.ly and WhatsApp are updated to their latest versions.

If you still can’t export stickers after updating, please contact our support team with the following information:

  1. Device model
  1. OS version (iOS or Android) (e.g., Android 16, iOS 26.1)
  1. Sticker.ly app version
  1. WhatsApp version
  1. Your username
  1. Email used to create the account

Q3. Issues with signing in

  1. Make sure to use the original login method used to create your account (Google, Apple ID, Email, or Facebook).
  1. If an error message appears, try restarting the app or your device, or consider reinstalling Sticker.ly for a fresh start.
  1. Verify that you are signing in with the correct email or social media account. Using a different account may create a new profile instead of accessing your existing one.
  1. If you still can’t access your account, please contact us with the following details:
    • Username (if remembered)
    • Linked email address
    • Names of any sticker packs you’ve created

    With this information, we’ll be able to help you recover your account.

Q4. Delete a account or pack

Delete an account

  • If you can sign in, the account can be deleted in the app itself.
    1. Tap on the three-line menu icon at the top right
    1. Tap on "Account"
    1. Drag down
    1. Tap "Delete Account"
  • If you cannot sign in, for security reasons, we need to verify your identity before proceeding with the account deletion. So, please contact us at support@sticker.ly to request account deletion.

Delete an sticker pack

  • If a sticker pack was created without consent, please share the sticker pack code with us. We will take immediate action to remove it from our system.
  • To ensure user privacy, we do not disclose personal information or account data to third parties, in accordance with global privacy regulations.

Q5. If your Plus plan isn't active

Follow these steps.

  1. Verify Account: Confirm you're logged into the Sticker.ly account where PLUS was originally activated. PLUS benefits are tied to the specific account used during purchase.
  1. Check Google Play/App Store Account: Verify you're signed into the same Google Play or Apple App Store account used for the PLUS purchase. This is crucial for restoring your subscription.
  1. Restore Purchase:
    • Open the Sticker.ly app.
    • Go to Settings or the Paywall section.
    • Select Restore Purchase and follow the prompts.

If restoration is successful, your subscription should reactivate.

However, if you see the message "There's no active subscription to restore," please take a screenshot and proceed with the next steps.

If the steps above don’t resolve the issue, and you're sure everything was done correctly, we will need some additional information to assist you further:

  1. Username: Your Sticker.ly account username.
  1. Profile Screenshot: A screenshot of your Sticker.ly profile page.
  1. Restoration Attempt Screenshot: A screenshot showing the "There's no active subscription to restore" message.
  1. Full Payment Receipt:
    • Google Play (Android): A full screenshot of the receipt email, including the order number (starting with GPA.).
    • App Store (iOS): A full screenshot of the receipt email, showing both the Order ID and Document No.

For Android users with persistent issues, please ensure the correct Google Play account is linked to Sticker.ly.

To check your account, follow these steps:

  1. Open the Google Play Store app.
  1. Tap the profile icon (top right).
  1. Tap the arrow next to your email to show all logged-in accounts.
  1. Take a screenshot of this expanded view and send it to us.