Mobile Black Belt Application Trouble Shooting Guide
Issue: I tapped Restore and nothing happens.
The restore button is only for restoring in-app purchases that you made in our new app. If you purchased the individual apps, you will need to go through the old app to restore your purchase. Please see the next question.
Issue: I previously purchased the individual apps and I am unable to restore the videos.
1) Please confirm that you have the latest version of the upgrade apps (the old apps) and the new consolidated app.
2) Launch each of the old apps and tap the Verify Purchase button. The app will verify that you previously purchased the old app. Once your purchase has been verified, tap the Launch App button to launch the new app and unlock the videos for that series.
Issue: I tapped the Verify Purchase button and receive an error.
A) There was an error verifying your previous purchase. This upgrade is only for users who previously purchased version 1.x.
B) There was an error verifying your previous purchase. It appears you might be using a sandbox account.
C) There was an error verifying your previous purchase. Please try again or contact support.
D) There was an error verifying your previous purchase. Could not find a valid receipt for a previous purchase.
If you receive error B, C, or D, please send an email to firstname.lastname@example.org
– Let us know which error you received.
– Send us your user id. Launch the new app and go to the About tab. Tap the version row
10 times. You should see a popup. Tap User ID.
Issue: I went through the upgrade process but the videos still show up with Buy.
If the new app launched and did not give you a confirmation that the videos were unlocked, please try again. If you received a confirmation that the videos were unlocked but Buy is still displayed next to each video, please send us your user id. Launch the new app and go to the About tab. Tap the version number 10 times. You should see a popup.
Tap User ID.
Issue: None of the videos are downloading.
Please make sure that you have a Wi-Fi connection. Videos will not download over a mobile data connection.
The activity indicator/spinner next to each video has been spinning for a very long time.
The activity indicator shows that the videos are downloading. You can switch to another app and check back later. The videos will continue to download in the background. If a video appears to be stuck downloading (it takes more than 2 minutes for an individual video to download), first make sure that you have a WIFI connection and then tap and hold the video name until the row flashes. This will force the video to download again.