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Answered

Can’t Upgrade to Premium

Skip Hunt 2 years ago in iOS • updated by Jona (Co-Founder & Lead Developer) 2 years ago 8

FYI: Although I can’t seem to get an answer to a couple simple questions (pasted below) for some inexplicable reason (since you’ve replied to other posts and ignored mine), I decided to take a chance and buy your iOS premium upgrade anyway. However, the purchase wouldn’t go through. It says “Error Processing Request”


I’m on an iPad 10.5 Pro running iOS11.0.3 and have plenty of AppStore credit.


I’m assuming this forum is strictly for bugs and various issues related to support?

I’d ask my questions elsewhere but I’ve already tried twitter, Facebook and here. Not sure where else to ask these simple pre-purchase questions.


Basically, of all the iOS animation apps, this one looks like the one that has the most features I want, without being subscription based.


I know you are likely close to updating the app soon. I don’t really need the app right now, so if you’re going to release a completely new version, I can wait to buy.


If you are going to update the current app and the new audio import feature, etc. will be a free update for premium users, then I’ll go ahead and buy it now. If there’s somewhere else you’d prefer I send my inquiry, please let me know.


Thanks. 




Answer

Answer
Answered

Hey! I apologize that we didn't get to respond quickly enough to you. We been very busy and it's been a little hard to respond to everyone.

So you had issues purchasing the premium version and after restarting it worked correct? Then you mentioned that the 6 second video import limit wasn't removed? It should be removed as it is part of the premium version. The audio feature will come soon we are working on it very hard!


Hope you reconsider giving the premium version another try. If you still get the same issue please try restarting the app by closing it and reopening or restarting the device. If that fixes the problem please let us know so that we can take even harder look at this problem. Thank you!

BAD, I'M UNSATISFIED

Please “take an even harder look at this problem”. Your suggestions do not solve it. 

Have a look at the screenshots I've included in this thread. I've also sent the screen shots to you via private message. 

Restarting, hard reset, reinstall, close app, repeat, etc. does nothing. The 6 second limit is not removed even though the full Premium upgrade was purchased. 

I want this app to work and I want the Premium features I paid for initially. I did try to contact you almost two weeks ago via twitter and facebook but got no reply. I tried here about a week ago. So, yeah... I'd hardly call that a "quick response". ;)

To repeat, if I didn't think this was the best option for iOS currently, I wouldn't bother trying to contact you incessantly and dealing with all this frustration. I'd just buy a different app instead. But, I've played with most of them and yours is the ONLY one with almost all of the features I'm looking for, except for the audio import that you say is coming. Believe me, I'd love for this to work as intended and for all the Premium features I paid for to actually work.

The screen shots I sent you I grabbed just last night after once again trying all of the reset stuff. The video limit Premium is not showing up as paid for as you can see in the screen shots. And, it only will import in 6 secs. I've tried several times.

Satisfaction mark by Skip Hunt 2 years ago

Hello, I did a hard reset and was able to upgrade to all premium features. Only, it didn't include removing the 6 second video limit. That's the main reason I upgraded to premium!!! Is that a mistake? If so, how do I get the 6 sec limit included in my premium upgrade? If it's NOT included, that's VERY deceptive. Your app says ALL PREMIUM FEATURES included for $4.99. It doesn't say anything about everything EXCEPT the video limit. 

If that's the case, how do I get a refund?

I give up. No replies at all from any of my multiple attempts. Not sure why, but seems kind of shady. Going to just ask Apple for a refund. Pity. Seems like a promising app too. :(

FYI: Although I already got a refund on the "Premium" purchase for this app, I do think it's the most promising of all the iOS animation apps I tried. I got the refund partly because multiple attempts to contact this developer to ask a couple simple questions were never replied to. Doesn't bode well if I really started using this app and needed anything resembling support. 

Secondly, if you have an IAP that says it covers ALL of the "Premium" features, then it should actually include all of the premium features, not leave one out like the video length limit. I don't know if that was intentional, or simply an overlooked IAP glitch that was going to be fixed. As it stands, it didn't instill any confidence. 

Good luck with this. I'll keep my eye on it because as mentioned before, I do think it has the most potential of all the iOS apps I tried out. I was a bit disappointed that the audio import feature didn't come with the last update. From reading this forum, it appears it's been "coming soon" for months now. 

Answer
Answered

Hey! I apologize that we didn't get to respond quickly enough to you. We been very busy and it's been a little hard to respond to everyone.

So you had issues purchasing the premium version and after restarting it worked correct? Then you mentioned that the 6 second video import limit wasn't removed? It should be removed as it is part of the premium version. The audio feature will come soon we are working on it very hard!


Hope you reconsider giving the premium version another try. If you still get the same issue please try restarting the app by closing it and reopening or restarting the device. If that fixes the problem please let us know so that we can take even harder look at this problem. Thank you!

I’ve tried several times restarting, reinstalling, restore purchases, etc. no matter what I’ve done, the only premium feature that still shows it must be purchased is the video limit. If this is not intentional, there’s a problem with the premium upgrade of your app.

Yes, we are looking into this issue. This shouldn't happen! :/