Troubleshooting Purchasing And Payment Issues

Premium functionality allows you to send unlimited messages at once and removes the ads from the app. The payment is a one-time payment and it removes all limitations forever. 

 

The following article will explain what to do in case you experience issues related to purchasing the premium upgrade. 

  

 

1. Downloading the app in the second time, on a new device or on a device with multiple accounts:

 

Impotent: if you are downloading the app in the second time or on a second device,  you need to make sure that the account you are using for downloading the app is the same account you used for purchasing it. 

 

To download the app from a specific account

 

Switch accounts in a Google Play app

1. Open a Google Play app.
2. Tap Menu .
   • If you don't see the menu icon in the top left corner, tap back until you're on the app home screen. 
3. Look for the name and email address of the account you're using at the top of the screen.
4. Tap the Down arrow .
5. Tap the account you want to use.

Switch accounts on the Google Play website on a mobile device

1. Open a web browser (like Chrome or Safari) go to play.google.com. 
2. On the top left, tap Menu . 
3. Next to your profile picture and name, tap Edit .
4. Select a different account. If you don't see one of your accounts listed, tap Manage accounts. 

Switch accounts on the Google Play website on a computer

1. Go to play.google.com. 
2. In the top right, click on your profile picture. 
3. Select a different account. If you don't see one of your accounts listed, click Add account. 

 

 

 

2. Check the payment went through

If your payment didn’t go through properly you won’t receive the upgrade. Check if it went through using the Play Store app or Google Play on the web:

Use the Play Store app:

1. On your Android phone or tablet, open the Google Play Store app .
2. Tap Menu Account.
3. Tap Order history to review your orders. 

Use a web browser:

1. On your computer, go to your Google Play account.
2. Scroll down to Order history.
3. Look for the in-app purchase.

If your payment is declined, can't be processed, or is listed as "not eligible":

Go here: Payment Troubleshoot

3. If your payment was successful but the app premium functionality is still locked:

Most times in-app purchases are immediate, however, sometimes it can take up to 24 hours to be delivered. If you purchased the premium version and the premium functionality is still locked, wait 24 hours and check again. If it’s still not there, try the troubleshooting steps below. If the steps don't solve the problem, contact the support.

A. Check your connectivity

Check that you have a WiFi or mobile data connection that is active and working. A simple way to do this is by searching the web. Click on this link to search Google for cats. If you see information on cats, your internet connection is probably not the issue. 

If that search doesn’t work, connectivity might be a problem. Try to fix your connectivity issues.

B. Force full restart of the app

Try closing and restarting the app.

1. Open the app
2. on the main screen, on the top left, tap Menu . 
3.  Tap Configuration 
4.  Scroll down and choose Advanced 
5. Choose Restart App.
6. Check if you can now able to export more messages.

 C. Restart the device

Sometimes restarting the device can help fix in-app purchase issues. To restart:

1. On your mobile device, hold down the power button. 
2. Tap Power off or Restart (depending on your device this text may be different). 
3. If needed, hold down the power button again to turn the device back on. 
4. Wait for the device to start back up. 
5. Re-open the app and check if you can now able to share more than 4 messages.

Update the Play Store app

In-app purchases work best when you are running the latest version of the Play Store. To update the app:

1. On your Android phone or tablet, open the Google Play Store app .
2. Tap Menu Settings Build version or Play Store version.
   • Build version or Play Store version is usually at the bottom of the settings list. 
3. The app will update, or notify you that your version is up to date. 

D. Make sure the date and time are correct

If you have recently changed the date and time on your device, make sure the date and time are correct:

1. On your Android phone or tablet, open your device's Settings app .
2. Tap Date & time.
3. Look for "Automatic date & time" and "Automatic time zone" and check if they’re switched on or off. Then follow the relevant steps below. 

  

If "Automatic date & time" and "Automatic time zone" are turned off

1. Turn on both the date & time and time zone settings. 
2. Wait a few minutes, and check to see if your problem is fixed. 
3. If it’s not, try restarting your device and check again. 

If "Automatic date & time" and "Automatic time zone" are switched on

• If both of these settings are on, the date and time probably isn’t your issue. Check your connectivity and restart your device, or try the other troubleshooting steps. 

D. Easy Fix

If you downloaded the app from the same google account that the purchase was made from and then you try to purchase again, an error will occur and the premium access will automatically unlock. here is what you need to do:

1. Open the app
2. on the main screen, on the top left, tap Menu . 
3.  Tap Configuration
4.  Tap Purchase (no actual purchase will be made)
5.  An error message should be shown stating "The item is already owned" , If not, contact the support
6.   Press the  back button.

4. If this does not work please contact the support

1. Open the app
2. In the 3-dotted menu on the top-right corner, select help & support
3. Tap on the "support icon on the bottom right"