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Question

User has subscription on iphone, but can't access app (restore says no subscription)

  • January 28, 2025
  • 2 replies
  • 29 views
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I have had our revenuecat integration working for months, haven’t really had any issues.  Capacitor SDK.  On one app, I have a few thousand subscribers and I’m not aware of any issues.  On this app, it’s much smaller, but I have 70 or so subscribers.

I have one user who renewed on 1/22/25.  He sent me a screenshot on his iphone, it shows the active subscription. The app won’t let him in though.  Takes him to the subscribe page. Restore says ‘no active subscriptions’.

Had him uninstall/reinstall/restore and same thing.

How can I get his access working?  I see 2 transactions on 1/22 in the RC app.   I just use RC anonymous IDs, no way to identify the user via subscription on my end.

Thoughts? 

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    2 replies

    Ryan Glanz
    RevenueCat Staff
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    • Ryan Glanz
    • RevenueCat Staff
    • 383 replies
    • January 30, 2025

    Is the user able to get their transaction id/order id from an Apple email? If so, can you send it in a message to support here so we can search for the user on our end?

     

    Otherwise, without an App User Id, it’ll be hard to debug.

    D
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    • dman-883318
    • Author
    • New Member
    • 1 reply
    • January 30, 2025
    Ryan Glanz wrote:

    Is the user able to get their transaction id/order id from an Apple email? If so, can you send it in a message to support here so we can search for the user on our end?

     

    Otherwise, without an App User Id, it’ll be hard to debug.

      I got the order ID and asked support. I’m pushing out an app release to show their RC ID on the profile page so we can figure out what’s going on.  Thanks.

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