Restore purchases
Restore purchases lets an existing subscriber ask the relevant store to find subscription evidence for the current Apple or Google account.
Restore purchases uses the app store account used for the original purchase. Google Play subscriptions are linked to the Google account used in Play, and App Store subscriptions are linked to the Apple account used for subscriptions.
If restore is unavailable or no purchase is found, users can contact support without sending receipts, purchase tokens, transaction IDs, order IDs, payment screenshots, passwords, card details or private account details.
Restore asks Apple or Google to check whether the signed-in store account has subscription evidence that can be sent to EFS for validation.
Restore may be needed after reinstalling the app, changing device, moving to the rebuilt app, or signing in on a device where expected subscriber access is not shown.
Google Play subscriptions are associated with the Google account used in Play. Apple subscriptions are associated with the Apple account used for App Store subscriptions.
Finding store evidence is not the final step. Backend validation must confirm the evidence before EFS changes access or shows restored subscription state where restore is available.
Existing subscribers should check the store account first. If expected access is still not found, they should contact support before starting a new subscription.
Support should not ask users to send raw receipts, purchase tokens, transaction IDs, order IDs, payment screenshots, passwords, card details or private account details.
If restore is unavailable, validation is unavailable or expected access is not found, use the support address shown on the Support page.