Differences

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

--- en:help:faq [2019/07/23 17:12] – alpinequest
+++ en:help:faq [2019/07/24 11:17] – alpinequest
@@ Line 13: / Line 13: @@
 ===== I have just purchased the application on the Play Store, but the download doesn't start or fails =====
-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/|the Google Play support]].
+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]].
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-====== I want to re-install the complete version on my device but the Play Store ask me to pay again ======
+===== I want to re-install the complete version on my device but the Play Store ask me to pay again =====
 Be sure that:
+  * You have purchased the application on the Play Store and not on our website using PayPal;
   * 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.
-If you have any doubt, you can send us your Google Play purchase order ID so we can check its status.
+If you have any doubt, contact us by email with your Google Play purchase order ID so we can check its status.
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-====== Is is possible to transfer the application from one Google account to another ======
+===== Is is possible to transfer the application from one Google account to another =====
 Unfortunately not. Google doesn't allow it yet.
@@ Line 43: / Line 44: @@
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-===== I'm getting a "Not available in your country" message when trying to install the complete version =====
+===== When trying to purchase the application, I'm getting the message "Not available in your country" =====
-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:
+It means you're currently located in a country where the Play Store doesn't offer paid application.
-  * 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;
+You must either use a VPN or [[https://www.alpinequest.net/en/buy#|purchase the application using PayPal]].
-  * 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).
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@@ Line 58: / Line 58: @@
 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 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 activation dialog shows "''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 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.