Support – Mobile
I bought something in the app, but it’s asking me to pay again. If you still have the same Apple ID or Google Play account as when you bought it, this is likely a connection issue, and you’ll need to restore your purchases. To do this, open a photo in the app, tap the shop icon at the top, scroll down to the bottom of the page and tap “restore purchases”.
If you are on an Apple device you can also click the menu button on the opening screen of the app + click ‘restore purchases’.
My Instagram account isn’t connecting, what should I do? Go to the grid view + click the settings icon on the left hand side + click the down arrow next to the account you are having issues with + click ‘logout’ + click ‘login’. This will save any planned posts and should connect your account.
You may also be having issues logging in if you have a ‘nested’ account. This is where you have two Instagram accounts associated under one login. The app isn’t compatible with nested accounts and in order to use your account in the app you will have to create separate logins for both accounts.
If neither of these solutions apply to you please reach out to our support team by filling out a support request below.
I’ve reinstalled the app or gotten a new device. How do I restore my purchases?
Make sure you have a solid internet connection and are connected to the account that made the purchase. Open a photo in the app, tap the ‘Shop’ button, scroll to the bottom of the page and press ‘Restore Purchases’. Note: You can only restore your purchases if you’re using the same Apple ID or Google Play account that you used to originally purchase the items.
I have switched devices between Apple and Android. How can I get my purchases back?
Since Android and Apple are totally different platforms, and purchases are localized to the account that you purchased them with, there is no way to transfer purchases between them. If you would like you could request a refund for your purchases that you had made prior to switching, and you could repurchase them on your new device! Here is how you can request a refund.
Apple: Apple handles all refunds, so to request a refund you just need to go to reportaproblem.apple.com and follow the prompts for a refund.
Android: To request a refund you just need to go to support.google.com/googleplay and from there you will be guided through the process.
Do you have a desktop version of the app? I have tried to login on the website and it’s not recognizing my login information!
We don’t have a desktop version of the app! The login on our website is for customers to view/download their orders that were made on our ACS | Desktop marketplace before it was closed.
If these didn’t solve your problems, we’d love to troubleshoot with you. Fill out the form below.
Our support hours are Monday – Friday, 8a – 5p CST. We respond to every request as fast as we can. But please understand we are a very small team, so we apologize for any delay you may experience. Thank you so much for using A Color Story!