Addon syncing issues
Hi there,
I purchased the addon 'Unlimited Transactions' for my ipad and
iphone but my iphone keeps asking me to purchase the 'Unlimited
Transactions' despite having clicked the 'Restore' button under
Add-ons.
I also noticed that my ipad is not synchronising all the data from my desktop whereas the iphone is well up to date.
Obviously this is causing some serious issues as I need the data on all devices to be accurate.
Your assistance with this matter would be appreciated.
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Support Staff 1 Posted by Mark on 27 Apr, 2013 01:20 PM
I'm really sorry this is happening. I don't know what has caused this.
Can you turn it off on the iPad and then delete the business off the iPad and then download the business again.
It's always good practise to take backup before doing any changes.
Thank you,
Karen
2 Posted by prosmartenterpr... on 27 Apr, 2013 01:38 PM
Hi Karen,
That solved the problem with the Ipad but on my iPhone it is still asking
me to buy the 'unlimited transactions'. Any suggestions?
Thanks.
Richard.
Support Staff 3 Posted by Mark on 27 Apr, 2013 04:27 PM
Have you tried restoring your purchases on the iPhone?
Karen
4 Posted by prosmartenterpr... on 27 Apr, 2013 04:32 PM
Yes - More than once. I am still getting the same message.
Support Staff 5 Posted by Mark on 27 Apr, 2013 05:21 PM
It might be a different Apple ID. There is a help page to take you further,
http://help.easybooksapp.com/kb/pricing/will-i-be-charged-again-if-...
Let me know how you get on,
Karen
6 Posted by prosmartenterpr... on 27 Apr, 2013 08:35 PM
Karen,
The software does not accept my password and says 'login failed' several
times. I have deleted the app and reinstalled it and I keep getting the
same message.
This is too much. I need this to be resolved urgently.
Thanks.
Richard.
Support Staff 7 Posted by Mark on 27 Apr, 2013 08:52 PM
I've tried to send a password re-set, but your email address is not recognised, here is the link,
https://sync.easybooksapp.com/user/password
you can re-set it by entering the email address for your account.
Karen
8 Posted by prosmartenterpr... on 28 Apr, 2013 01:55 AM
I've got my account back on my iPhone but it is still asking me to pay for
the 'unlimited transactions'. Is there anything you can do to solve this
issue?
9 Posted by prosmartenterpr... on 28 Apr, 2013 11:31 AM
That solved the problem with the Ipad but on my iPhone it is still asking me to buy the 'unlimited transactions'. Any suggestions?
Support Staff 10 Posted by Mark on 29 Apr, 2013 12:29 PM
Have you tried restoring your purchases? I think probably you have but just check you are using the same Apple ID that you paid with.
Karen
Support Staff 11 Posted by Mark on 29 Apr, 2013 12:31 PM
Can you try restoring again, and then go back to the same screen and see if it is restored by checking it says 'installed'.
You help is much appreciated.
Karen
12 Posted by prosmartenterpr... on 29 Apr, 2013 01:58 PM
This is where the problem lies. It does not say 'installed' after being
restored but ' Buy £20.99'
13 Posted by prosmartenterpr... on 29 Apr, 2013 02:07 PM
Karen,
What if I paid for it and then I get a refund from easy books?
Support Staff 14 Posted by Mark on 29 Apr, 2013 04:40 PM
Maybe this is the problem, have you purchased a copy for the iPhone/iPad? It is different from the Mac app.
Karen
Easy Books for iPhone, iPad and Mac
15 Posted by prosmartenterpr... on 29 Apr, 2013 04:47 PM
I purchased a copy for the iPad which is also for the iPhone. I also
purchased a separate copy for the IMac/MacBook. So, this issue should not
occur.
Support Staff 16 Posted by Mark on 29 Apr, 2013 05:23 PM
Ok, so that we can get a bit further, can you send me a copy of the receipt and also the apple id you are using, by going to settings on the device and then AppStore. Thanks again,
Karen
Easy Books for iPhone, iPad and Mac
17 Posted by prosmartenterpr... on 03 May, 2013 04:22 PM
Hi Karen,
Sorry, I could not get back to you earlier. Here is the receipt for my UT
purchase:
*Billed To:*
[email blocked]
Richard Felix
66 Old Pasture Road
GU16 8RU Frimley
GBR *Order ID:* MGLTZ2Y3ZH
*Receipt Date:* 21/04/13
*Order Total:* £20.99
*Billed To:* Visa .... 5819
*Item* *Developer* *Type* *Unit Price* Easy Books, Unlimited
Transactions
Report a Problem<https://buy.itunes.apple.com/WebObjects/MZFinance.woa/wa/reportAProblem?p=36001869145780&o=i>
GEODE SOFTWARE LTD In App Purchase
£20.99 Order Total: £20.99
*Please retain for your records*
Please See Below For Terms And Conditions Pertaining To This Order.
*iTunes Store*
You can find the iTunes Store Terms of Sale and Sales Policies by launching
your iTunes application and clicking on Terms of Sale or Sales
Policies<http://www.apple.com/uk/support/itunes/legal/policies.html>
Answers to frequently asked questions regarding the iTunes Store can be
found at http://www.apple.com/uk/support/itunes/store/
Apple ID Summary<https://buy.itunes.apple.com/WebObjects/MZFinance.woa/wa/accountSummary>
•
Purchase History<https://phobos.apple.com/WebObjects/MZFinance.woa/wa/purchaseHistory>
My apple ID is richardfe
Kind regards,
*Richard *Felix
Richard Felix
Director
*DD:* 01276 304 304 | *M:* 07415 944 936 |* F*: 01276 304 306 | *E: **
[email blocked]* | *W: **www.greatexoticfoods.co.uk*
*
*
Amazon shop:* **www.greatexoticfoods.com*
** **
Cedar House | Cedar Lane| Frimley| Surrey| ****GU16 7HZ
Prosmart Enterprise Ltd. Reg In England No 08181718 VAT Reg. No 152487109
Support Staff 18 Posted by Mark on 04 May, 2013 08:27 PM
Thanks Richard,
Can you check you are using "[email blocked]" as you Apple ID please.
If you are, I'm afraid it looks like an Apple problem. The next step is to contact Apple support using the link at the top right of their site.
Note also that if you attempt to use the Buy button again, you won't be charged again (as long as you use the same Apple ID as your previous purchase).
19 Posted by prosmartenterpr... on 07 May, 2013 05:22 PM
Hi Karen,
I have now been charged twice for the unlimited transactions as I had no
other choice than to press buy in order to have it installed on my iphone.
I have enclosed a copy of the receipt( see below) for your attention so
that you can organise a refund for me as I have already purchased the
software before.
Billed To:
[email blocked]
Claude Richard Felix
66 Old Pasture Rd
Frimley
GU16 8RU Camberley
GBR
Order ID: MGQT6SFJDB
Receipt Date: 05/05/13
Order Total: £20.99
Billed To: Visa .... 5819
Item
Developer
Type
Unit Price
Easy Books, Unlimited Transactions
Report a Problem<https://buy.itunes.apple.com/WebObjects/MZFinance.woa/wa/reportAProblem?p=38001997466010&o=i>
GEODE SOFTWARE LTD
In App Purchase
£20.99
Order Total:
£20.99
Please retain for your records
Please See Below For Terms And Conditions Pertaining To This Order.
iTunes Store
You can find the iTunes Store Terms of Sale and Sales Policies by launching
your iTunes application and clicking on Terms of Sale or Sales
Policies<http://www.apple.com/uk/support/itunes/legal/policies.html>
Answers to frequently asked questions regarding the iTunes Store can be
found at http://www.apple.com/uk/support/itunes/store/
Apple ID Summary<https://buy.itunes.apple.com/WebObjects/MZFinance.woa/wa/accountSummary>
•
Purchase History<https://phobos.apple.com/WebObjects/MZFinance.woa/wa/purchaseHistory>
Apple respects your privacy
Information regarding your personal information can be viewed at
http://www.apple.com/uk/privacy/
This is not a VAT notice. Copyright © 2011 iTunes S.à r.l. All rights
reserved <http://www.apple.com/uk/legal/>
Kind regards,
*Richard *Felix
Richard Felix
Director
*DD:* 01276 304 304 | *M:* 07415 944 936 |* F*: 01276 304 306 | *E: **
[email blocked]* | *W: **www.greatexoticfoods.co.uk*
*
*
Amazon shop:* **www.greatexoticfoods.com*
** **
Cedar House | Cedar Lane| Frimley| Surrey| ****GU16 7HZ
Prosmart Enterprise Ltd. Reg In England No 08181718 VAT Reg. No 152487109
Support Staff 20 Posted by Admin on 07 May, 2013 09:48 PM
Hi Richard,
I'm at a loss to explain why this has happened. It's as if Apple don't recognise your original purchase at all.
You should be able to get a refund by clicking on the "Report a problem" link in the email your received from Apple. Please mention on there that you've contacted the developer already and that we would both be interested in finding out why you were billed twice for the same in-app purchase item. If you want to get technical with them, let them know that the "Unlimited Transactions" is defined in iTunes Connect as a non-consumable type. This is supposed to mean the purchase can be restored to any device.
Best of luck, I'm certain you'll get the refund, but I'm more interested in their response about why it happened at all.
Mathew
Mark closed this discussion on 26 May, 2013 08:20 AM.