This guide provides you with a clear, step-by-step process for resolving subscriber complaints related to subscription syncing for in-app purchases made through Apple, Google, or Roku.
Why do my subscribers report that their in-app purchases are not syncing?
Subscription syncing issues - typically when a subscriber has an active subscription but cannot access content - are a frequent concern. They usually arise from one of the following situations:
| Cause | Explanation |
| Entitlement Delays | There can be a slight delay between the app store processing a payment and your platform recognizing the subscription entitlement. |
| Incorrect Account | The subscriber may be logged into a different account in your app than the one they used to complete the purchase on the app store. |
| App Store State | Some app store behaviors require the user to manually trigger a re-sync of their purchase status from within your application. |
What is the first step I should guide my subscribers to take?
When a subscriber reports a syncing issue, your first step should always be to guide the subscriber to use the "Restore Purchases" feature within your application. This is the fastest way to resolve most syncing problems.
Advise your subscribers to:
- Ensure they are logged into the same Apple, Google, or Roku account they used to make the original purchase.
- Navigate to the right section of your app, like settings or account section, to find a "Restore Purchases" or "Sync Subscription" option.
- Allow a few minutes for the system to process the restoration.
What to do if the “Restore Purchase” step fails?
If subscribers are unable to resolve the issue themselves, guide them on when and how they can contact your customer support. If Cleeng’s Hi5 is part of your license, subscribers will need to reach out to the Hi5 team.
In the guidance, include details of what information they need to provide. The information listed in the next section is required for troubleshooting, regardless of who handles customer support: whether it is your own team or you use the Hi5 service.
What information must I collect before escalating an issue to Cleeng?
If the "Restore Purchase" step fails, you must collect specific information from your subscriber before creating a B2B Support ticket. This is essential for a fast and effective investigation.
Guide your subscriber to gather the following information:
| Information Required | How to Find It |
| Subscriber’s Email Address | The email address linked to their Cleeng account. |
| Purchase Platform | Specify whether the purchase was made via Apple App Store, Google Play Store, or Roku Channel Store. |
| Transaction ID (Order Number) |
(Crucial for troubleshooting) Apple: An alphanumeric code, usually starting with 'M' or 'Q' (e.g., M12345678). Subscribers can find this in their Apple purchase history or email receipt from Apple. Google: A number usually preceded with 'GPA.', formatted like 'GPA.xxxx-xxxx-xxxx-xxxxx' (e.g., GPA.1234-5678-9012-34567). Subscribers can find this in their Google Play order history or email receipts from Google. Roku: Subscribers can find this in their Roku account purchase history or email receipt from Roku. |
| Problem Description | A clear summary of the subscriber’s complaint (e.g., "cannot access content despite active subscription", "subscription shows as inactive"). |
| Error Message Screenshot | A screenshot of the exact error message that the subscriber received. |
By following this guidance, you can resolve common issues quickly and provide the Cleeng team with the necessary information for a swift resolution when an issue needs to be escalated.