Android & iOS: Restore In-App Purchase
-If a user has an Active In-App Subscription but can't access content, Restore Purchase.
-In-App Subscriptions are linked to the Google Play or Apple ID Account on the device.
-The issues can be resolved by reactivating or restoring the In-App Purchase.
As the Admin, you should:
1: Verify In-App Subscription is Active (ask user to provide receipt-email/screenshot)
2: Provide User with steps to Restore Purchase
Android: Restore Purchase
Check Google Play & Subscription Status:
-Open Google Play on your device. Which Google Account is used?
-Tap Menu, then Subscriptions. What's the next billing date? Is subscription active?
-Select subscription you want to reactivate, then tap Restore.
Check App Settings:
-Open app and check Settings.
-Make sure you're using the same Google email.
iOS: Restore Purchase
Check Apple ID & Subscription Status:
-Tap Settings, Your Name, then Subscriptions. Tap subscription to view details or
-Tap Settings, iTunes & App Store, then Apple ID, View Apple ID, Subscriptions.
-Which Apple ID is used? What's the next billing date? Subscription active?
Restore Purchase in the App:
-Tap Settings, then Logout. Select a Video, then tap Watch Now.
If you see SIGN-IN or CREATE NEW ACCOUNT:
-Tap Sign-In. Enter email/password.
-Tap Settings, Billing, Subscribe, Restore Purchase. Enter password for Apple ID linked to device.
If you see SIGN-IN or SUBSCRIBE:
-Tap Subscribe, then Restore Purchase. Enter password for Apple ID linked to device.
-Login or Create Account using Apple ID. Creates credentials you can use anywhere.