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iPhone and iPad Subscription Troubleshooting

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In rare cases when using KineMaster on an iPhone or iPad your subscription might not be recognized even though the payment has been processed. We are improving KineMaster to mitigate this issue, but in the meantime, these steps may help you solve the problem. If you are still encountering problems after trying these steps, please contact us for assistance.

The steps are different depending on whether or not you deleted and re-installed KineMaster after subscribing.  Please follow the steps in the appropriate section below depending on the situation which applies to you.

If you deleted and re-installed KineMaster after subscribing

1) Check your internet connection.
Launch Safari and check if internet connection is working fine. If internet connection is not working smoothly, your payment may not go through properly.
2) Try repurchasing.
Open KineMaster > Settings > My Account > Subscribe to KineMaster Pro Edition and purchase the same plan you have purchased before. (Monthly or Annual plan)

Please be noted that since you are repurchasing the same plan you've purchased before, you will NOT be charged again. In some cases, Apple will charge you $0.99 for payment transaction testing purposes but will refund it back to you. If repurchase is successfully done, then you will see a popup like in the image below.

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3) Open a project.
If you do not see the trashcan icon with the watermark on the top right corner of the preview screen, then the purchase had been completed successfully. If you have followed all the procedures and yet still see the watermark, please continue on and try the steps bellow ("if you did not delete and re-install KineMaster").

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If you did not delete and re-install KineMaster after subscribing

1) Check your internet connection.
Launch Safari and check if internet connection is working fine. If internet connection is not working smoothly, your payment may not go through properly.
2) Close KineMaster.
Double press Home button to show the app switcher. Then, swipe KineMaster upwards to close the app completely.

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3) Reopen KineMaster.
When an app is reopened, it automatically rechecks for any payment information regarding the app. After opening the app's main screen, please wait for about 10 seconds to check your payment information.

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4) Open a project.
If you do not see the trashcan icon with the watermark on the top right corner of the preview screen, then the purchase had been completed successfully. If you have followed all these procedures and yet still see the watermark, please let us know.

IMG_5108.PNG

 

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