The reason for that is almost always that the user has logged into a wrong account or created a new one instead of logging into the already existing gold account.
Please check if you're logged into the correct Lifesum account: the account you originally bought Premium with. You can check the email address by going to Settings and then to Account Settings.
If you should not be able to figure out what account you originally bought Premium with, please contact us with the following information:
- first and last name
- start weight
- a copy of the receipt for the Premium purchase
With that information we will be able to search after a possible other account in the system and give you access to gold again.