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Apologies for slow response - I am hoping to get a job with GI...

[USER=9714]@Jacque[/USER] To answer your question - I went through the game app (settings icons - then click "Tech Support" button. Then use "Contact Us" - blue writing top right of screen). That puts you in a chat with Support - a "G-Bot" starts to reply to you, and very quickly runs out of answers - and says "I will pass it to a human nearby"  It actually only took two hours for the "Human Nearby" to respond, and then you get real Tech Support (expect lots of advice on "Strong, stable internet connection required" then eventually the Support Human tells you "I'll talk it over with the dev team and get back to you shortly. Stay tuned!")

I stayed "tuned" for two days with absolutely no contact from support or the mysterious "dev Team", by which time my subscription miraculously resolved itself. At which point I get a message from support to say "Your subscription was renewed. Please check."

Moral of the story here is that our subscriptions involve three parties - you, GI and your subcription administrator (in my case Apple). The three are continents apart and effective communication is not part of the subscription service. Merryweather's response above is excellent advice - Apple generally sort out issues and refunds very quickly. If no joy after two weeks go to Apple and ask for a refund.