Is the Premium Bundle unlocked?
Before troubleshooting, there are a few easy things to look for to know whether the Premium Bundle is unlocked already.
On first unlock, the unlocked/new features will be marked with an orange star. The star will disappear after the first time you tap the feature.
Star denotes unlocked menu option "Edit Canvas"
When the Premium Bundle is unlocked, the last item in the main menu will change to say “Purchased”, and the upgrade window button will also note the Bundle has been purchased.
Upgrade window button noting Premium Bundle is purchased and unlocked
If your Premium Bundle purchase is unlocked but you can't find a new feature, please reach out to us at support@sketchbook.com for help!
Troubleshooting: the Premium Bundle did not unlock
iOS
If your purchase is complete but the bundle is not unlocked, from Sketchbook's main menu tap Preferences, then scroll to the Factory Defaults section. Next to “In-app Purchase” tap the “Restore” button.
Android
If your purchase is complete but the bundle is not unlocked, go to Sketchbook's main menu, tap Preferences, and then tap "Restore In-App Purchases".
If you have more than one Google Account, it is possible for the Play Store to get confused between the account that has purchased and the other accounts that have not. You may also see a notification that there are no purchases to restore if you tap "Restore In-App Purchases" in Preferences.
Fully exit Sketchbook, then log out of the non-purchasing account(s) in the Play Store. Relaunch Sketchbook and go to the main menu > Preferences and tap "Restore In-App Purchases". Once it is unlocked, you should be able to log back in to your secondary Google Accounts.
If you installed Sketchbook on one account and purchased the Premium Bundle on a different account, this can cause Google Play to not allow the unlock of the in-app purchase inside Sketchbook, or to re-lock the Premium Bundle at later time.
- First, fully exit/close Sketchbook.
- Then open your Settings app and go to Apps > Play Store > Storage and clear the app cache and app data, and then do the same for Apps > Play Services.
- Log back into the Play Store app with the account that purchased the Premium Bundle.
- Relaunch Sketchbook and go to Preferences and tap the Restore In-app Purchase button.
- Do not clear the app cache or app data from the Sketchbook app, or uninstall/reinstall Sketchbook - this will not fix the issue and will cause you to have to rebuild your Gallery and all your customizations.
If the Bundle still does not unlock, or does not stay unlocked, you will need to reinstall Sketchbook on the account that purchased the Premium Bundle
- First, make a backup of your Preferences
- Uninstall Sketchbook
- Follow steps 2 and 3 above
- Reinstall Sketchbook in the Play Store on the purchasing account
- Launch Sketchbook and run through the Gallery rebuild process.
- Go to Preferences and tap the Restore In-app Purchase button.
- While on the Preferences page, restore your backup of your Preferences
If you see an error message on the Upgrade window that an internet connection is required
- Confirm that you are indeed connected to the internet :)
- Follow the steps above to clear the cache and data from the Play Store and Play Services apps
- If your device or region is blocked from Google Play Services, it will not be possible to purchase the Premium Bundle
If you receive payment errors or issues with specific payment types, please reach out to Google Play for help: https://support.google.com/googleplay/answer/1267137
