Troubleshooting issues with restoring purchases

This article applies to purchases of our iOS apps through Apple’s iOS App Store, and Mac apps through Apple’s Mac App Store. If you purchased a license for our Mac apps direct from our online store, please refer to our How to add a license key to our Mac apps support article.

Omni apps distributed through Apple’s Mac App Store and iOS App Store include in-app purchase options to unlock all the application’s features, and exit Free Reader mode. The Restore Purchase button in the In-App Purchases window makes it possible for customers to access the previous in-app purchase without going through the purchase process again. 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 iOS 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.

Note: In-app purchases are not eligible for Apple’s Family Sharing. More information on in-app purchases and conditions can be found in the following Apple help article: Buy additional app features with in-app purchases and subscriptions

If you’re having trouble using the Restore Purchase button to activate a past in-app purchase:

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.

Delete and Re-install 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

• We advise following these steps to delete and reinstall Mac App Store downloads on your Mac.

iOS

1. Back up any data stored in the application (deleting the application will permanently remove any local data). To back up OmniFocus data, complete a sync. To back up data stored in the iOS versions of OmniGraffle, OmniOutliner or OmniPlan, either sync, email yourself a copy of your documents, copy them to another location in the Files app, or transfer documents to your computer via iTunes.
2. Sign out of iTunes/App Store via iOS Settings.
3. Delete the app from the home screen.
4. Re-download the app. Be sure to use the original Apple ID used for the purchase to redownload the app.
5. Open the newly-installed app on your device. If you were previously syncing, reconfigure sync to regain access to your data.
6. 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!