Restore unlock returns unlock is not purchased

[Cronnie 4]

I have a single google account on my device, if I attemp to purchase the unlock I receive “you already own this item”.  If I attempt to restore the unlock I receive “unlock is not purchased”

Checking the play store I can see the purchase and I have successfully unlocked the app before on the device (needing to do it again after resetting to factory defaults)

What can I do?

Edited January 12, 2022 by Cronnie

[GrimReaper 4739]

Address your query to:

Quote

billingsupport@emby.media

with some details (account, email used, proof of purchase). 

[ebr 16171]

Hi yes, please send an email to that address and include the Google transaction ID. Thanks. 

[Cronnie 4]

After emailing billing support my previous purchase was credited, I was then able to purchase again from the emby app on my android tv resulting in it successfully unlocking.

[RedPandaFi3 0]

Hi I'm getting this same error. Unlock is not purchased. I'm using the same account for both my accesses to Emby but I'm getting the Premiere device limit exceeded error on my firestick I purchased the premiere for my Nvidia shield under the same account. I try to unlock the app and am getting the Unlock is not Purchased. 

 

[ebr 16171]

On 2/17/2025 at 9:31 PM, RedPandaFi3 said:

I purchased the premiere for my Nvidia shield under the same account

Hi.  When purchasing in-app products you purchasing from the app store.  So on your Shield it was Google but the Fire is Amazon and they don't share an account.

There is no longer an unlock on the Fire because we now allow free playback for up to 5 TVs.