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I'm in trouble with restoring my purchase

  • Updated

Please see the following guide if you can't restore your purchase.

 

Possible causes of the problem

There are a couple of possible causes of the problem.

 

The app can't get the purchase information from the App Store

Restoring purchases may not work due to the temporary problem with the App Store system. 

 

Using multiple App Store accounts

The most common cause is a data collision due to the use of multiple Apple accounts. 

If the user sign-in with account A, downloads Flexcil app, and then tries to purchase the in-app product using account B, the in-app purchase will not work due to the difference in information between the download account(account A) and the purchase account(account B).

 

Troubleshooting guide

Before starting, please try to restore your purchase after updating the app to the latest version.

 

Common resolution

In case the app can't get the purchase information from the app store, force terminates the app and restart or reboot your device first. And then, try to restore your purchase.

 

iOS

The most common case is the user uses a different account when downloading the app and when purchasing the in-app product.

Restoring the purchase might not work if region settings are different when downloading the app and when purchasing the in-app product even though you use the same Apple account.

  1. Check the App Store account and region setting that is used for in-app purchases.
    ※ Please check the Apple ID and region information of the Apple account that you can see the purchase history, not the download history.
    > View purchase history for the App Store
  2. Sign in with the account that you used for in-app purchases. Change the region settings if necessary.
    > Change your Apple ID country or region
  3. Delete the app and re-install
    ※ Please make sure to back up your data before deleting the app. 
  4. Open the Flexcil app and restore your purchase.

 

Android

  1. Check the Google Play account that is used for in-app purchases.
    ※ Please check the Apple ID and region information of the Apple account that you can see the purchase history, not the download history.
    > View purchase history on Google Play
  2. Go Account menu from the Android settings
  3. Sign out of every account but the account you used for in-app purchases.
  4.  Update the Google Play Store app to the latest version
    Google Play app > Account > Settings > About > Update Play Store
  5. Delete the app and re-install
    ※ Please make sure to back up your data before deleting the app. 
  6. Open the Flexcil app and restore your purchase.

 

I can't restore my purchase on another Android device after I purchase the app from Google Play Store

It takes time until the Google Play Store server gets the purchase information of the user. For this reason, users might not be able to restore their purchase from another device right after the purchase.

In this case, 

  • Take time(this might take up to 24 hours) and try to restore the purchase again
  • Or
    1. Sign in to the Google Play Store with the account that you used for in-app purchasing
    2. Download the app
    3. Try to purchase from the Flexcil Store and then you will see the message saying "You already purchased this product" or something similar and the purchasing process will be canceled.
      ※ Please make sure you sign in with the account that you used for a purchase and try to purchase the product that you actually purchased. Otherwise, the purchasing process will be processed normally.
    4. Now you will be able to restore your purchase from the Flexcil Store > Restore Purchase menu.

 

If the problem doesn't resolve

iOS

  • If you can see the error code at the bottom when purchasing, contact customer support with details of the problem and the error code.
  • If nothing happens when restoring the purchase, please check here.
  • If you can't find the solutions from the above, please contact Apple support. 

Android

  • If you can see the error code at the bottom when purchasing, contact customer support with details of the problem and the error code.
  • If you can't find the solutions from the above, please contact Google Play Help.

 

In case you got a free upgrade from the old version of Flexcil but can't restore your purchase, please check the following guide.

[iOS] I got a free upgrade from old Flexcil but I can't restore my purchase

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