Amazon Fire cannot complete purchase of 'More layer options'

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I purchased 'More layer options' on my daughter's Kindle Fire 8" but it will not register the purchase. We received an order completed confirmation from Amazon for the use of the Amazon Coins but the Feature will not load into the game. It still shows it is available to purchase from the Premium Features tab, but if we try to re-purchase it, it says we already own it. Is this an Amazon Store problem or a Flipaclip issue?

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Igor Mitrovic
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Hello Sean,

I am really sorry to hear this. Can you please get in touch with Amazon Support via this link and check with them what could the issue be?


We would love to help but unfortunately, they are the ones that manage the payments and accounts and this is something on their side.


Please let me know if they think we can be of any further help and we are here to assist.

Regards,
Igor

Igor Mitrovic
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Hey Sean,

Sorry to hear that you are experiencing this.

Are you using parental account that made the purchase and your daughter is using Amazon FreeTime?


Regards,
Igor

sean belcher

No, we're not using Amazon Free Time. We use a password to protect against unapproved purchases, but the account is under her name and Yahoo account. We used Amazon Coins to pay for the feature, added to her account by me at the time of purchase of the feature itself. Hope that helps.

Igor Mitrovic
Quote from sean belcher

No, we're not using Amazon Free Time. We use a password to protect against unapproved purchases, but the account is under her name and Yahoo account. We used Amazon Coins to pay for the feature, added to her account by me at the time of purchase of the feature itself. Hope that helps.

Hi Sean,


thank you for your response. Both Android and iOS policies don't allow sharing in-app purchases, so to prove if it is the same for Amazon lets try the following:

-- If the coins were spent, can you log into your Amazon account, from which the purchase was made, open the App and check if the premium is there?

Let me know if this helped, please :)

Regards,
Igor

sean belcher

Thanks Igor. It does show in her account as it being purchased. She has tried rebooting the Kindle itself and the app still doesn't give her the feature (more layers). Does she need to purchase an additional feature or upgrade the app to use this? She just has the standard Flipaclip app. Thanks for your time; I appreciate the service. 

Igor Mitrovic
Quote from sean belcher

Thanks Igor. It does show in her account as it being purchased. She has tried rebooting the Kindle itself and the app still doesn't give her the feature (more layers). Does she need to purchase an additional feature or upgrade the app to use this? She just has the standard Flipaclip app. Thanks for your time; I appreciate the service. 

Hi,


Thank you for your quick reply, Sean. No, each feature should work independently, apart from the "Premium Feature Bundle" which gives all of them together for a better deal.


Can you try re-installing the app to see if that would help? But know that reinstall will also delete projects that have been worked on.

Please let me know if that helped.
Igor

sean belcher

We tried uninstalling/re-installing the app, and it didn't help. We then went ahead and purchased the Premium pack for 5.99 US and that worked...for about 15 minutes; she had access to all the features from the pack and was using them, then suddenly lost access to them. They all show available to purchase again instead of being checked off like they were after we purchased the pack. 

Igor Mitrovic
  • Answer
  • Answered

Hello Sean,

I am really sorry to hear this. Can you please get in touch with Amazon Support via this link and check with them what could the issue be?


We would love to help but unfortunately, they are the ones that manage the payments and accounts and this is something on their side.


Please let me know if they think we can be of any further help and we are here to assist.

Regards,
Igor

sean belcher

Thanks Igor, I'll reach out to them!