Hi! First off..what device are you using? Where did you purchase your subscription from? Google Play Store or TiviMate Companion? Did you use a GMail email address when you purchased? Did you download the official version of TiviMate from the Play Store or use a short code in the Downloader app?
Are you using the latest version of TiviMate? The current version is 4.5.1 . Try rebooting your router then reboot your device. Then make sure your VPN is off if you use one. Try unlocking premium again. Let us know if you were successful or not and we can proceed from there if you need additional help. The more info we have..the better we can help you.