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en:help:faq [2015/06/12 10:56]
alpinequest [I'm getting a Not available in your country message when trying to install the complete version]
en:help:faq [2020/01/17 13:14] (current)
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 ====== AlpineQuest FAQ ====== ====== 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 timeoffering ​only a subset of the complete ​(paid) ​version.
-Differences ​are listed by features ​[[:en|in the main description page]].+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]].
-===== Offline map issues ===== +===== I have a new device, can I install ​the complete ​version ​without paying again? ​=====
- +
-==== Why don't my MemoryMap maps work in AlpineQuest?​ ==== +
- +
-AlpineQuest doesn'​t support the new MemoryMap format (.QC3 file extension)as well as encrypted maps. You can use the free Lite version ​to check if your maps are compatible. +
- +
-==== Is there a size limit for the offline map files? ​====+
 Yes. Yes.
-Android versions smaller than the 3.0 cannot manage files bigger than 2GB. On those versions ​you will get errors while displaying parts of the maps which are stored after this size limit. +If you have purchased ​the application on the Play Store, ​you just need to reuse the same Google account on your new deviceThen open the Play Store applicationclick on the top/left menu, select "My Apps & Games" and all your purchased applications ​will be listed in the "​Library"​ tab.
- +
-Starting with Android 3.0you will be able to read very big maps correctly.+
 +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).
-===== Google Play and registration issues =====+To reuse the data from your old device, please see below.
-==== I have just purchased the application on Google Play, but the download doesn'​t start or failed. What can I do? ====+\\
-Unfortunately this is Google Play issue, which is sometimes overloadedand we have no control over this automated process.+===== I have new devicehow can I reuse all the data I have on my old device? =====
-Google Play will however remember that you have purchased the application ​and you won't have to pay again.+The application ​saves all its data in its application folder. In order to reuse your data, you need to copy this folder from your old device to your new device. [[en:​help:​v2:​settings:​storage#​how_to_locate_the_application_folder|See here how to locate the application folder]].
-The only thing to do is to wait few minutes for the download ​to start. If you think it's something elsecontact us by e-mail.+  * If the application folder ​is located on an SD card, you can simply reuse the same SD card on your new device; 
 +  * Otherwise you need to manually copy the folder: ​you can use your USB cables and a computeror create a ZIP archive of the application folder and copy this archive using a cloud application.
 +After moving the application folder, be sure to correctly setup the application on your new device [[en:​help:​v2:​settings:​storage#​how_to_change_the_application_folder|as explained here]].
-==== I have bought the application using a first Google Account, and I would like to transfer it to another one. Is it possible? ====+\\
-No.+===== I want to re-install the complete version on my device but the Play Store ask me to pay again =====
-We have no control over the Google accounts of our users. Try to contact ​Google.+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, contact us by email with your Google Play purchase order ID so we can check its status.
-==== I have a new phone/​device,​ can I use the complete version of the application on it without paying again? ====+\\
-Yes. All purchased applications are linked ​to the Google Account of your device. +===== Is is possible ​to transfer ​the application ​from one Google ​account ​to another =====
-  * If you have bought ​the application ​on Google ​Play, 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 key/e-mail to register the application on your new device.+
 +Unfortunately not. Google doesn'​t allow it yet.
-==== 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.+===== When trying to purchase ​the application, I'm getting the message "Not available in your country"​ =====
-If you don't see the application,​ check that: +It means you're currently located in a country where the Play Store doesn'​t ​offer paid application.
-  * 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.+You must either use a VPN or [[https://​www.alpinequest.net/​en/​buy#​|purchase the application using PayPal]].
-==== I'm getting a "Not available in your country"​ message when trying to install ​the complete version ​====+===== I have purchased ​the application but I cannot activate it =====
-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: +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 versionbe sure to use this one now on. You can uninstall the Lite version if you don'​t ​need it anymore.
-  * 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).+
 +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. 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.
-==== I have bought AlpineQuest but the registration process doesn'​t work ====+===== When is the application making sounds? =====
-  * If you have bought the application using Google Playyou 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+The application ​does not make sounds unless you specifically request it by using one of those features: 
-  * If the registration process displays "''​Locked by another device''"​, it means that you are trying to register ​more than one device within one weekContact us if you have just upgraded your Android version; +  * Record a trackwith the setting ​''"​**Warn me if the GPS signal ​is lost or too weak**"​''. See setting {{:​icon_02.png?​nolink}} [[en:​help:​v2:​tracker#​the_track_recorder_settings|here]]
-  ​If the registration process displays ​"''​No network''",​ it means that you are currently not connected to the Internet+  * Follow a path, with the option ​''"​**Warn me if I go more than...**"''​. See option {{:​icon_07.png?​nolink}} [[en:​help:​v2:​landmarks:​follow-path#​how_to_follow_a_path|here]]
-  * If you have bought the application using PayPal and the registration process displays "''​Unregistered''",​ please send us an email with your PayPal transaction date.+  * Use proximity alerts. See [[en:​help:​v2:​landmarks:​proximity-alerts|here]].
-Note that you must be connected to the Internet to register the application.+\\

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