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Help Center

Frequently asked questions regarding subscriptions, billing, account settings, and therapy

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Subscriptions & Billing

Tap on a question to learn more.

  • Are there any discounts for couples in need? Jump→

  • How do I cancel my subscription or trial? Jump→

  • Oops, my partner and I both purchased a subscription. What do we do? Jump→

  • I purchased my subscription via iTunes (iPhone) and would like a refund. What can I do? Jump→

  • I purchased my subscription via Google Play (Android) and would like a refund. What can I do? Jump→

  • I can’t find my subscription, what do I do? Jump→

  • How can I tell if I’ve canceled my subscription? Jump→ 

  • I canceled my subscription, but got charged again. Does my partner have the subscription? Jump→

Account & Settings

Tap on a question to learn more.

  • What happens to my sessions and answers if I cancel my subscription? Jump→

  • How do I delete my account? Jump→

  • How do I unpair my account with my partner? Jump→

Therapy Tips

Tap on a question to learn more.

  • Can I use Lasting with my current therapist? Jump→

  • What is Lasting based on? Jump→

  • Ideally, how should my partner and I get started? Jump→

 

Do you have any discounts for couples in need?

While there aren't any specific discounts for people in need, we still want to give everyone the opportunity to experience Lasting regardless of their financial situation.

Please send a message to help@getlasting.com so we can provide information on our most affordable options.

How do I cancel my subscription or trial?

You must cancel your subscription wherever you purchased it. 

If you purchased it via our iPhone app:

In our iPhone app, Lasting subscriptions are purchased via your iTunes account, so canceling your subscription can be done on your Subscriptions page in your iPhone's Settings app.  Please note that you cannot cancel your subscription inside the Lasting app; it must be done via your iPhone's Settings app. Here are the steps to canceling your subscription in your iPhone's Settings app, as written by Apple:

  • Open your Settings app

  • Tap "iTunes & App Store"

  • Tap on your Apple ID

  • Tap View Apple ID (you might need to sign in or use Touch ID)

  • Tap Subscriptions

  • Tap on the subscription that you want to manage

  • Use the options to cancel or manage your subscription and cancel.

If you purchased it via the Android app:

In our Android app, Lasting subscriptions are purchased via Google Play, so canceling your subscription can be done in the Google Play app:

  • Go to your Google Play app

  • Tap the Menu icon

  • Tap on "Subscriptions"

  • User the options to manage your subscription and cancel.

If you purchased via the Lasting Website:

  • Go to your My Account page

  • Tap Subscription Options

  • Tap on "Disable Automatic Renewal”

If you have any trouble whatsoever, feel free to send us an email any time at help@getlasting.com

Oops, we both purchased a subscription. What do we do?

Lasting subscriptions come with two seats—one for you and one for your partner. If one of you purchases a subscription and your apps are paired, both apps will unlock with a Premium subscription.

If you both accidentally purchased and you’re still in your trial period, then one of you simply needs to cancel your subscription.

If you both accidentally purchased and were billed, then apply for a refund:

Note: canceling a duplicate subscription will not impact your access to Lasting. As long as one of you still has a subscription, both apps will remain in Premium status.

If you have any trouble whatsoever, feel free to send us an email any time at help@getlasting.com

I purchased my subscription via iTunes (iPhone) and would like a refund. What can I do?

If you purchased your Lasting subscription through our iPhone app, then you purchased it via Apple iTunes. For security reasons, Apple blocks developers (like Lasting, Netflix, Headspace) from accessing your iTunes account , so you will need to contact them in order to get a refund.

Please contact Apple iTunes Customer Support directly at https://support.apple.com/contact by tapping “Talk To Us.”

I purchased my subscription via Google Play (Android) and would like a refund. What can I do?

If you purchased your Lasting subscription through our Android app, then you purchased it via Google Play. You will need to contact us in order to get a refund.

Please email our team directly with a copy of your purchase receipt or your Google Play Order Number (begins with GPA) at help@getlasting.com.

If you cannot locate the purchase receipt email from Google Play, please follow the steps below to find your Google Play Order Number:

  1. Visit: https://payments.google.com/

  2. Log in to your Google account

  3. Select the Lasting purchase

  4. Note the Order Number at the bottom of the receipt

I can’t find my subscription, what do I do?

If you’re trying to cancel your subscription and cannot find it, your partner may have been the one to purchase the subscription. Ask your partner to check their Apple subscriptions page (for iPhone) or their Google Play subscriptions page (for Android). Your partner will need to cancel via their mobile device, specifically. You cannot do it for them via your device.

If you’ve done this and you’re still struggling to find it, feel free to send us an email any time at help@getlasting.com

How can I tell if I’ve canceled my subscription? 

You will keep your premium status until the end of your subscription period, but you may want to confirm that you’ve successfully canceled. Navigate to the place where you purchased your subscription, and look for the words “expires on” or “cancels on”. These indicate your subscription will not renew at the end of the subscription period.

If you subscribed via the Lasting Website:

  • Go to your My Account page. Next to your subscription, it should say either “expires on” or “renews on”. If your subscription says “expires on” then you’ve successfully canceled. If it says “renews on” then you have not canceled your subscription.

If you subscribed via your iPhone app, then you will need to navigate to your Apple subscriptions page:

  • Open your Settings app

  • Tap "iTunes & App Store"

  • Tap on your Apple ID

  • Tap View Apple ID (you might need to sign in or use Touch ID)

  • Tap Subscriptions

  • Beneath your Lasting subscription, the gray print should say either “expires on” or “renews on”. If your subscription says “expires on” then you’ve successfully canceled. If it says “renews on” then you have not canceled your subscription.

If you subscribed via your Android app, then you will need to navigate to your subscriptions page. 

  • Go to your Google Play app

  • Tap the Menu icon

  • Tap on "Subscriptions"

  • Beneath your Lasting subscription, the gray print should say either “cancels on” or “renews on”. If your subscription says “cancels on” then you’ve successfully canceled. If it says “renews on” then you have not canceled your subscription.

I canceled my subscription, but got charged again. Does my partner have the subscription?

If you were charged again, your partner may have been the one to purchase the subscription. Ask your partner to check their Apple subscriptions page (for iPhone) or their Google Play subscriptions page (for Android). Your partner will need to cancel via their mobile device, specifically. You cannot do it for them via your device.

If you’ve done this and you’re still struggling to find an active subscription, feel free to send us an email any time at help@getlasting.com

How do I delete my account?

If you want your Lasting account and all of your answers to be deleted, we completely understand. All you have to do is email us at help@getlasting.com with the title “Delete My Account” and make sure you include the email address associated with your Lasting account.

Please note: once we do this, we won’t be able to retrieve any of your session information and answers.

What happens to my sessions and answers if I cancel my subscription?

Here’s the good news: None of your answers will be lost, and you can re-subscribe at any time.

However, all premium sessions are locked for free users. As a free user, you won’t be able to play new sessions or view comparisons for premium sessions. 

How do I unpair my account with my partner?

If you want to unpair your Lasting account with your partner’s, we completely understand. All you have to do is email us at help@getlasting.com with the title “Unpair My Account,” and we’ll follow up with you to ensure your accounts get unpaired.

Can I use Lasting with my current therapist?

Yes, you absolutely can use Lasting with your current therapist, whether you’re in individual or couples therapy. In fact, research shows that therapy is very effective with a mix of in-person sessions and digital interactions. Using Lasting with a therapist is an effective way to make the most of the content in the app.

You might need to introduce your therapist to Lasting. An easy way to introduce your therapist to Lasting is to tell them you found a marriage counseling app, based in research, that compliments the work you are doing together. Ask your therapist if they are open to using it with you throughout your sessions. Generally speaking, therapists are happy when clients initiate their own ideas for what they want to work on and how they want to do it.

We recommend choosing a Lasting session or two together with your therapist before your next therapy appointment. At your next appointment, you can go through the Lasting session with your therapist or talk through what you completed before coming.

All of the content in Lasting can help initiate or continue your in-person therapy process.

What is Lasting based on?

Lasting combines the best of the best research-based counseling methodologies into one cohesive tool. In total, Lasting uses 126 scientific studies as the basis of its program.

At its most foundational level, Lasting program is rooted in attachment theory, combined with Emotionally Focused Therapy—the most empirically successful method of therapy. Attachment therapy and EFT treat clients as emotionally-based people with unique attachment needs. Whenever there is a relationship problem, it’s rooted in an underlying emotional need.

Via our counseling methodology, the emotional need is brought to the surface and discussed in a loving way, together.

Ideally, how should my partner and I get started?

Here's the ideal path for partners:

  • Invite your partner and pair your apps together so that you can share and compare sessions

  • Start the Marriage Health Intro series with the relationship health assessment

  • We’ll suggest a plan, but you add the topics you want to work on to your "Home" tabs

  • Compare your assessments. Note where you agree and disagree.

  • Finish the Marriage Health Intro (five sessions), which give you the fundamental concepts of Lasting relationships

  • Begin your first Premium series.

  • Generally speaking, we recommend a few sessions per week for maximum relationship impact.