Overview
When an active in-app subscription isn’t recognized, members can use the sign-in process to reconnect their account. This is a secure, streamlined way to re-establish access that works across iOS, Android, and other platforms.
Why Restore Purchase Exists
Apps like yours don’t own subscription data when the member subscribed via the app store; Apple, Google, Roku, and others do. When a member installs a new app (especially after a migration) or switches devices, your app must ask the platform for permission to reconnect to the member’s existing subscription.
That’s where Restore Purchase comes in. It’s a standard, secure process to re-establish access.
Common Situations Where a Restore is Needed:
The app was recently migrated to Uscreen
The member is using a new device
The member reinstalled the app
Key Steps to Communicate with Your Members
Use Restore Purchase: Members should open the app and tap Restore Purchase from the sign-in screen.
Follow On-Screen Steps: The app will check for an active subscription and guide them to enter their email address.
Complete Account Setup or Sign In: Based on the email entered, the app will either log them in or help them create an account.
Platform-Specific Instructions for Restoring Purchases
For iOS Devices
Open the app.
Tap Restore Purchase.
The app checks for an active subscription.
If a subscription is found:
They’ll be prompted to enter their email address.
Their subscription will be linked to their Uscreen account.
If no subscription is found:
They’ll still be asked for their email.
If they have an account, they’ll receive a magic sign-in link.
If not, they’ll be guided to sign up for your membership.
For Android Devices
Open the app and tap on Log in.
Tap Restore Purchase.
The app checks for an active subscription.
If a subscription is found:
They’ll be prompted to enter their email address.
Their subscription will be linked to their Uscreen account.
If no subscription is found:
They’ll still be asked for their email.
If they have an account, they’ll receive a magic sign-in link.
If not, they’ll be guided to sign up for your membership.
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.
What About "Unregistered" Members?
Some members may have subscribed in a way that didn’t collect personal information, such as through an older app platform.
Note: New members will now be prompted to enter their email as part of the restore process. Manual invites are rarely needed.
If a member contacts you and the app doesn’t recognize their subscription:
Find them in your records.
Send them a manual invite to create a Uscreen account from your dashboard.
Once they accept and log in, they can follow the Restore Purchase steps again.
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.
Frequently Asked Questions
Q: What if my member sees a message that no subscription was found?
A: Ask them to verify their in-app subscription is active through the App Store or Google Play. They should also ensure they're signed in with the correct Apple ID or Google account.
Q: Can members restore purchases without entering their email?
A: No. Email is required to link the subscription to their Uscreen account and enable cross-platform access.
Q: What happens if a member accidentally creates a new account?
A: You can assist or merge accounts from the Uscreen dashboard, or guide the member to log in using the email tied to their original subscription.