Builder subscription does not transfer

2nd builders subscription does not transfer when switching to a new device. In the App Store, subscription is still active and will charge you but 2nd builder does not continue and says it’s locked, even after signing in and making other purchases. I had to cancel my subscription. Found out when I was still charged after not having it active in game for a month. Ticket is still open. Not sure how to get it refunded or compensated for the lost month.