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After 12 years of receiving on-time payments with no problems, we are having an issue where AppStore connect says Paid, yet it isn’t showing in our account. Has anyone had this same issue and how did you solve it?

Users open the apps, shows they must subscribe even though they’re already within a paid subscription period. They tap subscribe and it says they’ve subscribed. Tap restore and it says they’re subscription isn’t currently active. Apple isn’t returning proper subscription data. I see on another forum someone else has asked the same question but has anyone reached Apple about this and gotten a response? It’s been over 24hrs and this can be detrimental to business.