Have been a long time Arc user - when I try to open new app, I get screen requesting to sign up for new subscription, even though I had one previously. I tried signing up for a month subscription and even though it accepts it, cannot get past the splash screen requesting new subscription. What do I do?
Hi @dwechsl!
That screenshot is actually of the old app! You won’t want to start any new subscription in the old app. Or in the new app actually, if you’ve already got an active subscription. Your old subscription will carry over automatically to the new app.
First step I think is check current subscription states. You check that in iOS Settings → Apple ID → Subscriptions. You should see your existing subscription for the old app, listed as “Arc Timeline”. And for the new app, listed in there as “Arc Timeline 4”, if you see any free trial listed under that, you should cancel it. No need for it, and you won’t want to get accidentally charged.
Then next step will be to get the old app to recognise your old subscription. To do that, on that subscription view you’re stuck on, scroll down to the bottom and you’ll see a “Restore purchases” button. Tap that and after a few seconds of iOS fussing about it should all go back to normal - subscription knowledge restored.
Then next step will be to make sure you’ve got the new app installed. In the old app there’s a banner at the top of timeline view. Tapping on that will link you to the App Store so that you can install the new app. It will show up on your Home Screen as “Arc Timeline 4”, with app icon colours inverse from the old app - new app icon is purple arrow on white background.
The new app should recognise your existing subscription automatically. But if not, try tapping the “Restore purchases” button in the subscription view in the old app, and the reload button (circle arrow icon) in the new app’s subscriptions view.
And definitely let me know how you get on! If the process gives you any further problems, I’m here to help.
Cheers!
Matt
Hey - thanks for getting back to me. All has been good with new app until today, when it started asking me to choose a subscription. I’m pretty sure I had a lifetime one with the old app but it seems to not recognize it. Any thoughts about what I can do? The new app is much more stable and accurate than the old one, really like it, but hope we can figure out how to get it to recognize my subscription.
Thanks!
Dan
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Glad you’re liking the new app @dwechsl!
Though that regression to asking for subscription again is not great. We’re not sure why that’s happened - that’s quite a surprise! But there are some steps we can take to hopefully resolve it.
- Update both old and new apps to latest App Store versions. Old app was updated today to version 3.17.4, while new app’s latest is 1.1.0.
- In the old app, go into the Subscription Settings view (or if the old app has also lost track of your purchase state, you’ll see it immediately on launch). Tap the Restore Purchases button.
- If that view then offers you a “Get help” button, tap that and send the email it creates.
- In the new app, tap the reload button (circle arrow) in the subscription view.
If all goes well you won’t see the “Get help” button, and both apps will let you in without fuss after doing those updates and tapping the restore/reload buttons. But if not, that email sent from the “Get help” button will allow me to see what’s going on, and fix it up manually.
Whichever way it plays out, do let me know! Thanks!
Well that seems to have worked - the new app says I already have Lifetime access - so thank you! Really like the new app!
Dan
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