Troubleshooting issues with restoring purchases

This article provides a few things you can check and try if you’re having trouble using the Restore Purchase button to activate a past in-app purchase. This only applies when you have bought our apps via an App Store in-app purchase. If you purchased a license for our Mac apps direct from our online store, please refer to this support article: Unlocking our apps with your Omni Account.

Omni apps distributed through Apple’s App Store include in-app purchase options to unlock all the application’s features, and exit Free Reader mode. Previous purchases should automatically be unlocked when re-downloading an app from the App Store, but there is a Restore Purchase button in the In-App Purchases window to do this manually, if needed. The Restore Purchase button only applies when a customer has already made a given in-app purchase previously, and are looking to restore the in-app purchase after reinstalling the same major version of the app, or installing that app on another device. Apple registers an in-app purchase to a customer’s Apple ID, and ties that purchase to that Apple ID and App Store country used.

Confirm Your Apple ID Account Information

We first recommend confirming your device is logged into the same Apple ID and App Store country used for the purchase. Checking your Apple ID Purchase History is a great way to verify past in-app purchases from the App Store and iOS App Store if you don’t have your iTunes receipt on hand. You can also contact Apple support for any Apple ID account purchase and billing queries. Apple does not share Apple ID account records with us to verify App Store purchases on our end.

Confirm the Purchased Version and Edition

While you’re verifying the Apple ID, we recommend also confirming that the version you’ve purchased is the same as the version you’re running on your device. For example, if your Purchase History shows you’ve made an in-app purchase for OmniGraffle 6, but have OmniGraffle 7 installed in free viewer mode, you’ll want to be sure to reinstall the version 6 app in order to restore the purchase you’ve already made. We have a support article that goes over past version legacy apps and downloads.

Reinstall the App

If your Apple ID and the app version checks out, but the in-app purchase is still not restored, we recommend deleting and reinstalling the app.

Mac

1. Open the App Store, and choose Store > Sign Out in the menu bar.

2. Go to your Applications folder, and move your current copy of the app to the Trash.

3. Restart your Mac.

4. Open the App Store, choose Store > Sign In, and sign back into the Apple ID used for the purchase of the app.

5. Re-download the app.

6. Open the app, and try again to restore purchases (if they aren’t already recognized).

iOS

1. Back up your app data (deleting the app will permanently remove any local data).

   To back up local data stored in the iOS versions of our apps, copy the files from the app’s folder in On My [Device] to another location in the Files app.

   If you are syncing, all you need to do is make sure to sync the latest changes you’ve made.

2. Open the App Store, and tap the Sign-in button or your photo at the top of the screen. Then, scroll to the bottom of the screen, and tap Sign Out.

3. Delete the app, and restart your device.

4. Open the App Store, tap the Sign-in button or your photo at the top of the screen, and sign back into the Apple ID used for the purchase of the app.

5. Re-download the app.

6. Open the app, and try again to restore purchases (if they aren’t already recognized).

For additional tips and resources, check out Apple’s support page on what to do if you don’t see your in-app purchases. And as always, feel free to reach out to sales@omnigroup.com!