Differences

This shows you the differences between two versions of the page.

--- en:help:faq [2018/02/15 19:50] – alpinequest
+++ en:help:faq [2019/07/24 11:17] – alpinequest
@@ Line 1: / Line 1: @@
 ====== AlpineQuest FAQ ======
-===== Lite and Complete versions =====
+\\
-==== What are the differences between both versions? ====
+===== What are the differences between both versions? =====
-The Lite version is a free and time-unlimited application offering a subset of the complete version.
+AlpineQuest Lite is a free version (no ads, not limited in time) offering only a subset of the complete (paid) version.
-Differences are [[http://www.alpinequest.net/compare|listed by features here]].
+All differences are [[http://www.alpinequest.net/compare|listed here]].
-==== Is it safe to remove the Lite version after installing the complete one? ====
+\\
-Yes. It's even recommended so you don't start it by inadvertence, and it will free space.
+===== I have just purchased the application on the Play Store, but the download doesn't start or fails =====
-All your cached maps and saved landmarks are shared by both versions, and are not removed when you un-install any version.
+This is a Google Play issue and unfortunately there is nothing we can do in this case. You just need to wait some time and the download will start. If the problem persists, you can contact [[https://support.google.com/googleplay/contactflow?hl=en|the Google Play support]].
-===== Google Play and registration issues =====
+\\
-==== I have just purchased the application on Google Play, but the download doesn't start or failed. What can I do? ====
+===== I have a new device, can I install the complete version without paying again? =====
-Unfortunately this is a Google Play issue, which is sometimes overloaded, and we have no control over this automated process.
+Yes.
-Google Play will however remember that you have purchased the application and you won't have to pay again.
+If you have purchased the application on the Play Store, you just need to reuse the same Google account on your new device. Then open the Play Store application, click on the top/left menu, select "My Apps & Games" and all your purchased applications will be listed in the "Library" tab.
-The only thing to do is to wait few minutes for the download to start. If you think it's something else, contact us by e-mail.
+If you have purchased the application on our website using PayPal, install and activate the application [[https://www.alpinequest.net/en/buy#how_to_proceed|as explained here]] (skip the payment step).
+\\
-==== I have bought the application using a first Google Account, and I would like to transfer it to another one. Is it possible? ====
+===== I want to re-install the complete version on my device but the Play Store ask me to pay again =====
-Unfortunately it's not possible. We do not have any control on user accounts, and even Google is not able to do it.\\
+Be sure that:
-You can however use applications from various accounts at the same time, [[http://www.technipages.com/android-add-google-play-apps-other-account|see here]].
+  * You have purchased the application on the Play Store and not on our website using PayPal;
-==== I have a new phone/device, can I use the complete version of the application on it without paying again? ====
+  * You are using the same Google account you used when you purchased the application;
+  * You didn't cancel your order, asked for a refund or received an automated refund.
-Yes. All purchased applications are linked to the Google Account of your device.
+If you have any doubt, contact us by email with your Google Play purchase order ID so we can check its status.
-  * If you have bought the application on Google Play, [[https://support.google.com/googleplay/answer/113410?hl=en|you just have to use the same Google Account]] on your new phone, and you will be able to re-install all your paid applications for free;
-  * If you have bought the application on our website, you just have to use your same activation e-mail to activate the application on your new device.
-==== I have used the same Google Account on my new phone/device, how can I re-install the application ====
+\\
-Start the Google Play application and go into your applications list. You should see all your previously purchased applications and be able to re-install them without paying again.
+===== Is is possible to transfer the application from one Google account to another =====
-If you don't see the application, check that:
+Unfortunately not. Google doesn't allow it yet.
-  * You are using the same Google Account you used when buying the application;
-  * You didn't cancel your order, ask for a refund or receive an automated refund;
-  * You were using the paid version of the application;
-  * You have a working Internet data access.
-Finally, you can send us your order number so we can check its status.
+\\
+===== When trying to purchase the application, I'm getting the message "Not available in your country" =====
-==== I'm getting a "Not available in your country" message when trying to install the complete version ====
+It means you're currently located in a country where the Play Store doesn't offer paid application.
-If you're getting this message from the Google Play Store application or the desktop version, or any similar message like "Not compatible with your device", please check the following things:
+You must either use a VPN or [[https://www.alpinequest.net/en/buy#|purchase the application using PayPal]].
-  * Check that paid applications are available in your country;
-  * Have a look at any other paid application to check if the problem is only for this application or any paid application;
-  * If you can't get any paid application, check that you don't have a protection/cleaning application causing this issue ("Malwarebytes" as been reported as doing so).
+\\
+===== I have purchased the application but I cannot activate it =====
-==== I have bought AlpineQuest but the registration process doesn't work ====
+If you have purchased the application on the Play Store, you don't have to activate the it. The complete version has been installed along with the Lite version, be sure to use this one now on. You can uninstall the Lite version if you don't need it anymore.
-  * If you have bought the application using Google Play, you don't have to register the application. Google Play have installed a new complete version of the application, which is not registrable. Be sure to remove the free version so that you don't use it anymore;
+If you have purchased the application on our website with PayPal, you must [[https://www.alpinequest.net/en/buy#how_to_activate_your_alpinequest_copy|activate it]].
-  * If the registration process displays "''Locked by another device''", it means that you are trying to register more than one device within one week. Contact us if you have just upgraded your Android version;
+  * If the activation dialog shows "''Locked by another device''", it means that you are trying to activate more than one device with the same key in a short period of time. Wait some days or contact us by email for more details;
-  * If the registration process displays "''No network''", it means that you are currently not connected to the Internet;
+  * If the activation dialog shows "''No network''", it means that you are currently not connected to the Internet. Internet is required when activating the application;
-  * If you have bought the application using PayPal and the registration process displays "''Unregistered''", please send us an email with your PayPal transaction date.
+  * If the activation dialog shows "''Unregistered''", it means that your activation email is not recognized. Contact us by email for more details including your purchase details.
-Note that you must be connected to the Internet to register the application.