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en:help:faq [2018/02/15 19:50]
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 [[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 Playbut 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 elsecontact us by e-mail.+If you have purchased the application on our website using PayPalinstall and activate the application [[https://​www.alpinequest.net/​en/​buy#​how_to_proceed|as explained here]] (skip the payment step).
 +To reuse the data from your old device, please see below.
-==== I have bought the application using a first Google Account, and I would like to transfer it to another one. Is it possible? ====+\\
-Unfortunately it's not possible. We do not have any control on user accounts, and even Google is not able to do it.\\ +===== I have a new device, ​how can I reuse all the data I have on my old device=====
-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]]. +
-==== I have a new phone/device, can I use the complete version of the application ​on it without paying again? ====+
-YesAll purchased applications are linked ​to the Google Account of your device. +The application saves all its data in its application folderIn 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]].
-  * 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 ​====+  * 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 computer, or create a ZIP archive of the application ​folder and copy this archive using a cloud 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.+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]].
-If you don't see the application,​ check that: +\\
-  * 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.+===== 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.
-==== I'm getting a "Not available in your country"​ message when trying to install the complete version ====+If you have any doubt, contact us by email with your Google Play purchase order ID so we can check its status.
-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: +\\
-  * 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).+
 +===== Is is possible to transfer the application from one Google account to another =====
 +Unfortunately not. Google doesn'​t allow it yet.
-==== I have bought AlpineQuest but the registration process doesn'​t work ====+\\
-  * 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; +===== When trying ​to purchase ​the application, ​I'm getting ​the message ​"Not available in your country" ​=====
-  * 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 registration process displays ​"''​No network''",​ it means that you are currently not connected to the Internet; +
-  * If you have bought the application using PayPal and the registration process displays "''​Unregistered''",​ please send us an email with your PayPal transaction date.+
-Note that you must be connected to the Internet ​to register ​the application.+It means you're currently located in a country where the Play Store doesn'​t offer paid application. 
 +You must either use a VPN or [[https://​www.alpinequest.net/​en/​buy#​|purchase the application using PayPal]]. 
 +===== I have purchased the application but I cannot activate it ===== 
 +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 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. 
 +===== When is the application making sounds? ===== 
 +The application does not make sounds unless you specifically request it by using one of those features: 
 +  * Record a track, with 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]];​ 
 +  * 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]];​ 
 +  * Use proximity alerts. See [[en:​help:​v2:​landmarks:​proximity-alerts|here]]. 

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