Subscription started in the App Store, not showing up in in RevenueCat

Question

Hi! We just launched our new in-app purchase, so it’s only been live for a few days. A customer just let us know that they successfully started a subscription (they confirmed with an app store recipt and screenshot of the active subscription in the app store), but the service wasn’t activated. Looking at their customer profile, there are no indications of a subscription started in the customers history.

We have had other customers activating the subscription the last days, so it looks like it’s working fine.

What could possibly have gone wrong here? Troubleshooting tips?

Best answer by sundeep

Hi @Tommy,

There are a few cases where this can happen, such as if the user purchases an IAP directly from the App Store and not through the app/SDK. You should direct the user to restore purchases through your app to sync their receipt with RevenueCat:
https://docs.revenuecat.com/docs/restoring-purchases

Also see:

sundeep · Accepted Answer

Hi @Tommy,There are a few cases where this can happen, such as if the user purchases an IAP directly from the App Store and not through the app/SDK. You should direct the user to restore purchases through your app to sync their receipt with RevenueCat:https://docs.revenuecat.com/docs/restoring-purchasesAlso see:

Tommy · Answer

Thanks,@sundeep. Didn’t include a “restore purchase” button at launch, but updated the app with one now.

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