Support – Mobile

FAQ’s

Certain filters are showing up black, or aren’t showing up at all.                                                        This issue may have been caused by a connection error when updating. To fix this issue just follow these steps: Open ‘Manage Packs’, which is at the end of the filter list on the main edit screen + hide the pack that is showing up black + hit the download cloud for the pack that you just hid.

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”.

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 support.apple.com + click ‘Billing and Subscriptions’ + click ‘Request a Refund’ + from there you will be guided through the process.

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.

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!

SUPPORT DETAILS
Example: iPhone 5, iPhone 6s, Samsung Galaxy S6, etc.
Example: 9.2.1
How to find your iPhone OS version
Settings → General → About → Version
How to find your Android OS version
Settings → About Phone or About Device → Android Version or Software Information

This should be easily fixed by restoring your purchases! You can do that by following these steps:

1. Make sure you are logged in to the same Apple ID you used to originally make the purchase

2. Open a photo in the app

3. Tap the shop button

4. Scroll down to the bottom of the ‘shop’ page

5. Tap ‘restore purchases’

If this does not work for you, please fill out our support form below and our support team will get back to you as soon as possible!

Apple – To cancel your subscription you should follow these steps:

1. Open ‘Settings’

2. Select ‘Apple ID, iCloud, iTunes, and App Store’

3. Select your Apple ID at the top

4. Tap ‘View Apple ID + Select ‘Subscriptions’

5. Find and tap the app + Select ‘Cancel Subscription’

Android – To cancel your subscription you should follow these steps:

1. Launch the Google Play Store app

2. Tap Menu

3. Tap Subscriptions

4. Tap the App

5. Tap Cancel

Apple: Apple handles all refunds, so to request a refund you just need to go to support.apple.com + click ‘Billing and Subscriptions’ + click ‘Request a Refund’ + from there you will be guided through the process.

Unfortunately 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: To request a refund you just need to follow this link https://support.apple.com/en-us/HT202039 + scroll down to the section that says ‘Learn More’ + click ‘Request a Refund’.

Android: To request a refund you just need to follow this link https://support.google.com/googleplay/answer/2479637 + select ‘Request a Refund’.

This is often caused by a connection issue and can usually be fixed by uninstalling + reinstalling the app. One note about uninstalling + reinstalling is that it will clear your saved features and grid planning, so we suggest taking screenshots of things so that you can easily put it back together after you reinstall!

How to uninstall + reinstall successfully:

1. Make sure that you are using a strong internet connection

2. Uninstall app

3. Reinstall from the App Store

4. Restore purchases by clicking the ‘shop’ icon, scrolling to the bottom of the page, clicking ‘restore purchases’

If this does not work for you, please fill out our support form below. Some things that would be helpful to note are:

When in the editing process are you experiencing crashing (after adding an edit, when trying to save, when importing a photo, etc.)?

 Are you getting a crash every time you take this action or is it random?

1. First, check to see if you’re using a ‘nested’ account. This is where you have two Instagram accounts associated with one login. The app isn’t compatible with ‘nested’ accounts because since it can’t register both, so it will only pick one. You would just need to create separate logins for both Instagram accounts, and then try logging into the grid again with the separate login.

2. If you are seeing a ‘Cannot connect to Instagram’ popup this means that you may need to uninstall + reinstall your app, and then try connecting again to Instagram. To uninstall + reinstall successfully you should follow these steps:

a) Make sure that you are using a strong internet connection

b) Uninstall app

c) Reinstall from the App Store

d) Restore purchases by clicking the ‘shop’ icon, scrolling to the bottom of the page, clicking ‘restore purchases’

If this does not work for you, please fill out our support form below and our support team will get back to you as soon as possible!