Restore Purchases
Sometimes you buy an app but after you reinstall or update it, it might lose the PREMIUM contents. This is an issue in communication between application and store. Read below the most common steps which might help you to restore purchase.
If you are switching to a different platform, like Android to iOS, restoring purchase is not available.
Android
Nutrilio automatically checks for the previous purchases during the Welcome intro and whenever you open the Buy Premium screen. But sometimes something does not work, therefore you can try the following steps.
- Make sure Google Play has recognized the purchase. To verify this, see an official Google tutorial.
- If Google Play has taken money from your account but you do not see the purchase in your account you can wait a couple of days or Report unauthorized charges
- Have you applied for a refund? In this case, the store returns your money and disables the PREMIUM license.
- If you see you have bought Nutrilio:
- Please, make sure you are logged in under this Google account on your phone in Google Play Store. How to change Google account in Play Store?
- IMPORTANT: The app is connected to Google Account when it is installed. When you make an in-app purchase the payment will be connected to the original account that was used for installation. If you reinstall the app with different Google Account your purchase cannot be restored.
- If you still see the free version try to clean Google Play cache and data. This will remove your local data and entries. Please make sure you have your cloud backup before Clearing Data.
- Go to Settings > Installed apps > Google Play > Clear Cache and Clear Data. Open the app again and go to Buy Premium screen. Your previous purchase should be automatically restored.
- In Nutrilio application tap on the PLUS item to get to the Purchase screen. On the purchase screen, Nutrilio automatically searches for previous purchases.
- Restart the device. Turn it off and on again. There might be some process blocking the restoration so it is always useful to start with a clean slate. Make sure you are connected to the internet and go to 'Buy Premium' screen. Your purchase should be automatically restored.
- Kill the app. This means you need to stop the app from running in the background and force it to refresh. Here are some ways to do that on different Android systems:
- You can hit the Recent apps button on your phone and tap the X next to open apps or swipe them right or left to close them. However, this doesn’t necessarily stop background services and processes from running.
- If you have a device running Android 6.0 or above and you go to Settings > Developer options > Running services, you can tap on active apps and choose to Stop. You’ll see a warning if an app cannot be stopped safely.
- For older versions of Android (before 6.0), in Settings > Developer options > Process statistics, you can tap on an active app and choose Force stop.
- In any version of Android, you can also go to Settings > Apps or Settings > Applications > Application manager, and tap on an app and tap Force stop. Older versions of Android have a Running tab in the Apps list, so you can easily see what’s actually running, but this no longer appears in Android 6.0 Marshmallow. If an app isn’t running, then the Force stop option will be grayed out.
- Please, make sure you are logged in under this Google account on your phone in Google Play Store. How to change Google account in Play Store?
If you are not able to restore purchases in Nutrilio but you are logged in under the right account and Google displays your payment you can ask for a refund.
iOS
- You need to be using the same Apple ID for iTunes
as the one from which you made a purchase. If you have multiple accounts please make sure you are logged in the iTunes with the right one. - In Nutrilio application tap on the PLUS item to get to the Purchase screen. On the purchase screen, tap on the "Restore" button in the top right corner.
- You can also find the Restore button in the More > About section.
- Check the restrictions on your device to make sure in-app purchases are allowed.
- Kill the app and open it again. This means you need to stop the app from running in
the background and force it to refresh. You can do it by hitting the home button twice and slide up on the Nutrilio app. This will close it. - Restart the device. Turn it off and on again. There might be some process blocking the restoration so it is always useful to start with a clean slate. Make sure you are connected to the internet and go to the 'Buy Premium' screen.
- Have you applied for a refund? In this case, the store returns money to your account and revokes the license.
If you bought Nutrilio and nothing above helps please contact us. If you would like to request a refund you need to request the refund via App Store in your phone or online. For more info see an official Apple tutorial.