Overview
When an active in-app subscription isn’t recognized by the app, customers can restore their purchase to reactivate access. There are several reasons why a customer’s app may not recognize their active subscription. Common scenarios include:
The app was recently migrated to Uscreen.
The customer is using a new device.
This guide provides you with the instructions to share with your customers for restoring purchases across devices.
Key Steps to Communicate with Customers
Before Restoring a Purchase
Ensure your customers know to:
Verify Subscription: Confirm the subscription is active using the same email or account they used for the purchase.
Check Platform Settings: Follow the platform-specific instructions outlined below.
Platform-Specific Instructions for Restoring Purchases
For iOS Devices
Guide customers to:
Open their Settings.
Tap Your Name > Subscriptions.
Locate the active subscription.
In your app, instruct them to:
From the Welcome Screen: Tap Already a Subscriber? → Restore Purchase.
From the Home Page: Tap Account → Purchases, then follow on-screen instructions.
For Android Devices
Guide customers to:
Open the Google Play Store app.
Navigate to Menu > Subscriptions to confirm the subscription is active.
In your app, they should:
From the Welcome Screen: Tap Already a Subscriber? > Restore Purchase.
From the Home Page: Tap Account > Purchases.
For tvOS
Guide customers to:
Open the app on their Apple TV.
Select Account, then sign in.
Choose Restore Purchase.
For Android TV
Guide customers to:
Open the app and log in.
Play a locked video and select Subscribe.
On the checkout page, instruct them to select Restore Purchase.
For Fire TV
Guide customers to:
Open the app and navigate to Account.
Log in to their account.
Play a locked video and select Subscribe.
On the checkout page, instruct them to choose Restore Purchase.
For Roku
Guide customers to:
Use their Roku remote to select your channel.
Press the Star button.
Follow on-screen prompts to log in and restore their purchase.
Encourage Customers to Create an Account
✅ Why? Creating an account ensures customers can access their subscriptions on all supported platforms. After restoring their purchase, direct them to sign up if they haven’t already.
Handling Account Migrations
If the subscription involves migrating to a new account:
Guide customers to select Sign Up and create an account.
Instruct them to follow the platform-specific steps above to restore their purchase.
Support Tips for Your Customers
If your customers encounter issues during the restore process, request that they provide:
A copy of their subscription receipt.
The email address associated with the purchase.