Pro is tied to your Apple ID, not to an account with us (there isn’t one) and not to the app’s data on any particular phone. Whenever Tollgate looks locked but you know you paid, Restore is the button that reminds it.
Settings → Restore purchases, or the restore link on the paywall itself. Success looks like: “Restored. Everything’s unlocked again.”
That message is precise: the Apple ID currently signed in on this phone has no Tollgate Pro subscription attached. Nearly always this means the original purchase was made under a different Apple ID, a personal vs work ID, a family member’s, or an old one. Sign in with the Apple ID that made the purchase (Settings → your name) and restore again.
One related note: Family Sharing does not currently share Tollgate Pro between family members’ Apple IDs. The subscription belongs to the ID that bought it.
“We couldn’t reach the App Store to check” means exactly that, and nothing has been charged or changed. Check your connection and try again in a minute.
If you have restored with the right Apple ID and Pro is still locked, email us with the rough purchase date. Receipts on Apple’s side make these easy to untangle, and if money moved without Pro unlocking, we will make it right.