My premium features I purchased through Google Play are missing! What happened?

First, you will ALWAYS have access to premium features you've purchased in Squid. If your premium features appear to be missing, this is an error.

There are multiple reasons why your premium features might appear to be missing. Please follow the steps below to restore your purchases:

1. Are you signed into only one Google account on your device?


Make sure you're still signed into the same Google account on your device that you originally purchased the premium features with. If you are, then this is mostly likely an issue with Google Play not correctly reporting the purchases to Squid. Try rebooting your device to let Google Play try to refresh it's purchase information on a clean boot. If that doesn't work, please continue to #2 below (even if you don't have multiple Google accounts on your device).

2. Are you signed into multiple Google accounts on your device?


If you have multiple Google accounts on your device, your purchases are most likely missing due to a bug in the Google Play Store. The problem is that after adding multiple Google accounts to a device, the Google Play Store stops reporting purchases from some of the Google accounts. We’ve reported this issue to Google many times (as have other developers) and we hope they will fix the issue soon. However, until Google permanently fixes the issue, the steps below should allow you to restore your purchases:

Solution A
  1. Clear the data of the Google Play Store app (go to your device's Settings app, tap Application manager, tap Google Play Store, then tap Clear Data). Please be aware that clearing an app's data can be dangerous, as this will delete all the data associated with that app (as the warning dialog explains)! However, the Google Play Store app stores all its data in the cloud, so we can safely clear it and it will retrieve everything again when you open it.
  2. Open the Play Store app and accept the terms again
  3. Give it a moment to fetch your data from the server
  4. Make sure Squid is not already running (tap Force Stop on Squid's app info screen from the Application manager)
  5. Open Squid
  6. If the purchases are not already restored, try tapping Restore purchases in the Squid settings under Help and support
Solution B

If you followed the above steps exactly and they did not work, please try the following:
  1. If you have notes you don't want to lose, create a backup of your notes (Squid settings -> Backup and restore)
  2. Uninstall Squid
  3. In a web browser on a computer (not your Android device), go to the Squid page in Google Play
  4. Make sure you're signed into the Google account you made the purchase(s) with on the Play Store website
  5. Click the Install (or Installed) button
  6. Choose your device from the dropdown menu
  7. Click Install
  8. This should remotely install Squid on your device using the correct Google account
  9. Open Squid
  10. If the purchases are not already restored, try tapping Restore purchases in the Squid settings under Help and support
  11. Restore your notes from your backup if you created one
Solution C

If the above steps also did not work, the simplest solution is to remove the other Google accounts from your device entirely (the ones that you did not make the purchase(s) with). You probably have the other Google accounts on your device for a reason, so this might not be an option, but for those of you who don't actually need the additional Google accounts on your device, this should fix your issue (until Google finally resolves the underlying problem).

3. Did you purchase the premium features through Google Play?


Make sure you actually purchased the premium features through Google Play and not through a different store (e.g. Amazon Appstore, Samsung GALAXY Apps). If you're unsure, you should have an email receipt for your order(s) from the store where you made the purchase(s). If this is the case, please click here for further instructions.

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If none of the above steps are able to restore your purchases, please email us at support+android@squidnotes.com with as much detail as possible so we can help. Please tell us what you have tried and what happened so we can help as quickly as possible!

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