Technical Support

Helpful Tips:

Video for Newcomers

 

How to move purchases to new or additional devices video

 

After checking out our FAQs if you still have questions, email us at heartjournalmag@gmail.com.  Please include details about your situation including your platform(Apple, Android or Pdf) and screen shots of any error messages.

 Frequently Asked Questions

Here is a link to some easy to follow instructions to cancel an auto-renewal subscription.  Please let me know if you have any problems.  Thank you for trying heART Journal magazine.  http://support.apple.com/kb/HT4098

To cancel a subscription, sign in to payments.google.com   On the left side of the page, click Bills and accounts.

Important: Uninstalling an app will not automatically stop your subscription. You must cancel your subscription to end your subscription. If you uninstall the app without canceling your subscription, you will still be charged.

Canceling a subscription will not retroactively refund subscription payments, and previously charged subscription fees cannot be pro-rated based on cancellation date. For example, if you purchased a one-year subscription on Jan. 1 for $18 and decide to cancel your subscription on July 1, you will have access to the subscription until Dec. 31 and will be charged the full $18, but you will not be charged another yearly subscription of $18 the following Jan. 1.

First, make  sure you are using the id that you used to initially purchase the magazine (you can check which id you are using in the iTunes store under “featured” scroll all the way down and you will see the Apple id)  While you are checking the Apple ID is the same double check to see if the payment information is up to date.  (If the payment information is blank the restore doesn’t work)

Next pull up the app home page. If you see the yellow subscribe button tap on it to see if it changes to “restore”.   If so, tap “restore”  then you should have access.   Another way is to go to the iTunes app, tap on updates, then tap on the arrow by “purchases” at the top of the screen. Then at the top you will see two choices.  “All” or “not on the device”.  Tap “not on this device” then scroll down until you find heART Journal Magazine.  From there you should be able to restore from the cloud by tapping on the little cloud.

If you are asked for an  account code you can enter your device code from the original device where you first installed the magazine.  To do this open up the app on device where you originally purchased the subscription.  Tap on the settings button in the bottom right corner> tap on “contact us” to create an email.  This email will have the device code that you can enter in the other device.  The easiest way to get it to your other device is email it to yourself then open up the email on the device you want to use and copy and paste the device code into the current subscriber code.  Be careful not to have any blank spaces before or after the code.

In order to restore purchases the user needs to be logged with the same ID that the first purchase was made with.  Then they need to tap Subscribe > Restore All Purchases and then enter their password to confirm.  Once done purchases will be restored.

In order to restore purchases from one device to another the user needs to be logged in to the new device with the same ID they used for the initial purchase.  Then they need to tap Subscribe > Restore All Purchases on the new device and then enter their password to confirm. Once done, purchases will be restored to the new device.

For iTunes, follow these directions to get your receipt.

http://support.apple.com/en-us/HT2727

For Google Play, follow these directions to get your receipt.

https://support.google.com/googleplay/answer/2850369?hl=en

If you are being asked for an account number you probably need to watch the “How to move purchases to new or additional devices” above.  But here is a video regarding account numbers.

 

If you are being asked for an account number you probably need to watch the “How to move purchases to new or additional devices” above.  But here is a video regarding account numbers.

 

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