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 flow that works across iOS, Android, and other platforms.
Purpose of Restoring Purchase
Apps like yours do not 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.
ℹ️ INFO: That's where Restore Purchase comes in. It's a standard, secure process to re-establish access.
Common Restore Scenarios
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.
Mobile App Instructions (iOS and Android)
The restore process on mobile devices is straightforward but varies slightly depending on whether the app is newly launched, recently migrated, or has been in operation for a while.
Below are step-by-step instructions for both scenarios to help your members quickly regain access to their purchases.
📝 NOTE: Make sure members are using the latest version of your app. The restore purchase flow has been updated in recent app versions 3.27.0 and up.
Step 1: Start the Restore Process
For Apps in Recently Migrated to Uscreen (First 30 days)
Install and open the app
On the app splash screen, tap Current Member? Restore Your Account
For Standard Apps (Post Migration Period or Brand New)
Install and open the app
On the app splash screen, tap Already a Subscriber?
On the next page, tap Restore Purchase
Step 2: Verification Process
The app will check for an active subscription with the App Store/Google Play
If Recognized Already:
The system will automatically sign them in
ℹ️ INFO: This happens when they've previously connected an email to their in-app store subscription
If NOT Recognized but Subscription is Found:
They will be prompted to provide an email address
A new Uscreen account will be created for them
Their in-app subscription will be attached to this new account
Then they'll gain immediate access to content
💡 TIP: If members don't see an update option, suggest they delete and reinstall the app to ensure they're on the latest version.
TV Device Instructions
Apple TV
Open the app on Apple TV
Select Account, then sign in
Choose Restore Purchase
Android TV
Open the app and log in
Play a locked video and select Subscribe
On the checkout page, select Restore Purchase
Fire TV
Open the app and navigate to Account
Log in to the account
Play a locked video and select Subscribe
On the checkout page, choose Restore Purchase
Roku
Use the Roku remote to select the channel (app)
Press the Star button
Follow on-screen prompts to log in and restore the purchase
Handling Special Cases
Some members may have subscribed in a way that didn't collect personal information, such as through an older app version.
ℹ️ INFO: New members will now be prompted to enter their email as part of the restore process. Manual invites are rarely needed.
🔗 Learn more about Mobile App Onboarding
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 an account through the People page
Once they accept and log in, they can follow the Restore Purchase steps again
🔗 Learn more about Unregistered Users
Troubleshooting Requirements
If members encounter issues during the restore process, request that they provide:
A copy of their subscription receipt
preferably showing the Apple or Google Transaction ID
The email address associated with the purchase
The type of device and platform used (iOS, Android, etc.)
FAQs
What if my member sees a message that no subscription was found?
What if my member sees a message that no subscription was found?
Ask them to verify their in-app subscription is active through the App Store or Google Play subscriptions. They should also ensure they're signed in with the correct Apple ID or Google account.
Does this apply to web subscriptions too?
Does this apply to web subscriptions too?
No. This only applies if the member originally subscribed through the App Store. If they purchased through a website, they should use the regular sign-in process.
What is migration mode?
What is migration mode?
Migration mode is a special period (typically 30 days) after an app has been migrated to Uscreen from another platform. It provides additional options to help existing members connect their subscriptions to new Uscreen accounts.