There are two scenarios where this issue of subscription is paid but showing as Expired.

Scenario one

Step 1: Customers might have two tally licenses with biz registered mail id.  One could be valid and not expired and the other one might be expired.

Step 2: If a customer opens the company in the mobile app from the tally license which is expired then mobile app will show the Expired prompt and will not be able to access the data

Step 3 : Guide the customer to click on 3 horizontal lines on the above-left corner in mobile app and go to companies. > It will show the screen with a list of Tally serial numbers and companies added with Respective serial number

Step 4: Below the serial number the expiry date will be displayed and accordingly, the mobile user can select the company for which the activation is valid.

Scenario two

Step 1: Customer is using one serial number and still facing the expired query.

Step 2: Check with customer's registered mail id in the Admin app. > Subscription Tab > and check the Expiry date. 

Step 3: If the customer has made any future Renewal then explain to them that the Old expiry date will be reflected in the app till the old expiry date and after that, their new Expiry date will be updated on the app automatically after their old expiry day.

Note- If the issue is not resolved, then forward that call to the L2 team or raise a ticket.