Unable to Restore Purchase

[Everitt132 0]

Bought the one time option and every time I try to play a video, it says I haven’t bought it. Clicked on Restore App, entered my Apple ID and password and nada. Shutdown the app, restart it, same issue. Bought the app 2 months ago and still haven’t been able to use it.

[Luke 42077]

Hi, are you signed into itunes on the apple device using the same itunes account that originally made the purchase?

 

Does it give you an error message? If so, what does it say?

[Everitt132 0]

That’s just it. I get no error message after entering my Apple ID and password.. the Id/password dialog box disappears and nothing

[Luke 42077]

Have you tried restarting the app after that?

[Everitt132 0]

Luke, it’s been 2 months since my purchase. I have restarted the app, I have restarted the ipad, I have deleted the app and redownloaded it. To no avail. Contacted Apple and they say I need to contact you guys.

[Everitt132 0]

Screenshot 1 is when I try to play a video. Screenshot 2 is asking me to restore purchase. Then Apple ID and password dialog comes up. Info entered and then screenshot 1 is shown. No errors, nothing. Exit. Tried to play video again, Same procedure. But this time, didn’t ask me for Apple ID and password when I click on restore purchase. But still can’t play video.

 

Restarted ipad. Restarted app. Same process again, this time again asking me for Apple ID and password. Rinse and repeat.

[Luke 42077]

Try instead clicking the Unlock button. It will launch the apple purchase process. This is also another way of restoring because it will tell you that you've already purchased it. See what happens there. Thanks.

[Everitt132 0]

Great. That worked. Thanks..

[Luke 42077]

Thanks. I will do some testing on the Restore purchase button to make sure there isn't a regression. Apple tests it themselves when we submit so I can't imagine there's a widespread problem, but it's possible there might be specific scenarios that need to be looked at again. Thanks.

[GadgetGirl 0]

Neither options work even though purchase history shows the in app purchase

[Luke 42077]

Neither options work even though purchase history shows the in app purchase

 

@@GadgetGirl, I am not able to reproduce the problem. Are you sure you're signed into the ios device with the same itunes account that made the purchase? Also, you haven't applied any parental controls related to the app store, have you?

[Collider 0]

Hi, my cousin have the same problem, but in a new a emby account, with no purchase Emby Premiere never, what can i do ?

 

Same error as images.

[Luke 42077]

Hi, my cousin have the same problem, but in a new a emby account, with no purchase Emby Premiere never, what can i do ?

 

Same error as images.

 

Hi, are you saying he previously purchased the unlock?

[tungsteno 0]

Ii had the same issue and choose unlock and went on but… I think I paid again the app…

what’s wrong with your app? should I pay twice to get it works?

[Luke 42077]

On 8/4/2025 at 6:37 PM, tungsteno said:

Ii had the same issue and choose unlock and went on but… I think I paid again the app…

what’s wrong with your app? should I pay twice to get it works?

HI, did you do that with a different itunes account? I'm asking because the apple store won't let you buy the same thing twice. Even if you click to purchase it again, it will tell you that you've already bought it.