Help Hub

DISCLAIMER!
We appreciate you time and efforts for reviewing our self-service help documentation and trying to resolve your case by yourself. Here you can find answers to the absolute majority of your questions within a couple of minutes or less, whereas emailing to us can take approximately 24 – 72 hrs to respond.

Note, if your case have a solution in our self-service help documentation, we can ignore answering it via email. Of course, if I you did not manage to find the answer you can always contact us directly.

SUBSCRIPTION MANAGEMENT & REFUNDS ISSUES

No, we cannot. You must cancel subscription by yourself.

App developers do not have access to your subscriptions and thus we cannot cancel them for you. Subscriptions may be viewed/managed by the user itself and auto-renewal may be turned off by going to the user’s Account Settings after purchase. Refer to Apple’s documentation (https://support.apple.com/en-us/HT202039). Neither developer can make a refund. Please note all messages asking for cancellation or refund will be ignored.

Here is the step-by-step guide:
1) Check you really paid for subscription (https://support.apple.com/en-us/HT202039)
2) Restart the app and try ‘Restore’ button. If you fail to have sufficient funds to renew or buy subscription after the trial period your subscription is over, please try ‘Restore’ button.
3) If non of above helped, please contact us again with IDFA included into email body, so that we could identify you and figure out the issue by DNA.

Here is how you can find and send your IDFA:

  1. Install the app MyIDFA from the Apple Store (https://itunes.apple.com/app/id1099872451)
  2. Check if ‘Limit Ad Tracking’ is ‘switched OFF’
    1. On your device, go to Settings app > Privacy > Advertising
    2. Switch ‘Limit Ad Tracking’ to ‘OFF’
  3. Launch the MyIDFA app, tap ‘Copy to Clipboard’ IDFA
  4. Paste IDFA to your email body

Note that, if you cancel your subscription less than 24 hours before your renewal date, your subscription might renew for one more recurring period. To read more about managing subscriptions, please refer to the Apple’s doc (https://support.apple.com/en-us/HT202039).

Yes, your subscription is cancelled although you will be able to use the app’s features you already paid for with active subscription and will be seeing active subscription in your iTunes account until it expires.

We always strive to clearly and conspicuously disclose to users the following information regarding user’s auto-renewing subscription:

  • Title of publication or service
  • Length of subscription (time period and/or content/services provided during each subscription period)
  • Price of subscription, and price per unit if appropriate
  • Payment will be charged to iTunes Account at confirmation of purchase
  • Subscription automatically renews unless auto-renew is turned off at least 24-hours before the end of the current period
  • Account will be charged for renewal within 24-hours prior to the end of the current period, and
    identify the cost of the renewal
    Subscriptions may be managed by the user and auto-renewal may be turned off by going to the user’s Account Settings after purchase
  • Links to Your Privacy Policy and Terms of Use
  • Any unused portion of a free trial period, if offered, will be forfeited when the user purchases a subscription to that publication, where applicable.

Note, that apart from the app’s interface information about the subscription, Apple subscription native flow ALWAYS shows you special confirmation window, where you also can see the full info about the subscription you are purchasing(name, length, full price, etc.), and where you are clearly and conspicuously required to confirm the purchase by means of one of identification methods (e.g. password, Touch ID, Face ID). However, if for some reason you still wish to make refund, read this section.

No worries, the Apple team will automatically cancel the subscriptions for the apps which are not available on the App Store. You do not need to do anything additionally.

If you wish to make a refund (mind that developers not charge your money directly – it’s done via Apple), you must contact Apple Support with any problems with your past purchases. Note, that all emails asking us for refund will be ignored.

To ask for refund, please refer to the Apple’s support documentation (https://support.apple.com/en-us/HT204084).

APP SPECIFIC ISSUES

OTHER

Please check if you had a look at all possible solutions for your case in our self-service Help Hub. If you did, but did not manage to find the answer, please select and visit an APP SPECIFIC help page.


NOTICE! If your inquiry is not of the help or support nature, please go find the relevant inquiry subject on CONTACT page.