Restoring purchases on Apple and Google
If you bought through the App Store or Google Play, restoring on a new device is quick — here's how.
New phone, reinstalled the app, or signed in and found the unlock screen where your designs should be? Your purchase isn't gone. It's attached to the account you paid with, and getting it back is a matter of signing in the same way — or pressing one button.
This page is the order to try things in. Nine times out of ten the first step is the whole fix.
Step by step
- 1
Sign in the way you paid
A RoomSketch3D account is an email address. Google, Apple and (on the web) an emailed code all open the same account when the address is the same, so the usual cause of a missing purchase is a different address: a second Gmail, a work email, or Apple's Hide My Email, which gives the app a private relay address that only exists as its own account. If you bought on an iPhone with Sign in with Apple and hid your email, then opened the web app with Google, that Google account has no purchase. Sign out (avatar at the top right → Sign out) and sign in the way you did when you paid. In the iPhone and Android apps the sign-in page even reminds you: Already purchased? Sign in with the same Apple or Google account and your access is restored automatically. On iPhone and iPad, signing in also asks the App Store to re-check your purchases, so the unlock screen can clear by itself a few seconds after you sign in.
In the app: sign in with the same Apple or Google account you paid with. - 2
Restore purchase (iPhone, iPad and Android apps)
In the iPhone, iPad or Android app, if the unlock screen still appears, press Restore purchase, the first link in the small line at the very bottom (under the refund line). On the Take a look around first. screen the same button reads Already purchased? Restore access, under Replay the intro. This asks Apple or Google to confirm the in-app purchase on the store account the device is signed in to. (The web has no restore button: there, signing in to the account you paid with is what unlocks it.) Restoring costs nothing and can be repeated as often as you like. Apple's own advice for any app is the same: restore from inside the app, signed in to the Apple Account you bought with.
Restore purchase is the first link at the bottom of the unlock screen in the iPhone, iPad and Android apps. - 3
Check the account card in Settings
Open the avatar menu → Settings. The card at the top shows the account's email and a badge: Premium means you're unlocked on this account — and on every device you sign in to the same way. Free means this account has no purchase attached (it also shows an Upgrade to Premium button): go back to step 1. The email on this card is the one to quote if you write to support.
Free with an Upgrade button: no purchase on this account. Premium: you're unlocked. - 4
Apple 'Hide My Email' addresses
If you used Sign in with Apple and hid your email, your account's address is a relay like `abc123@privaterelay.appleid.com`. That's normal — it's still the same account each time you sign in with Apple. It only matters if you email support: tell us the relay address shown at the top of Settings. It also explains most my purchase vanished cases: Hide My Email creates a unique, random address that forwards to your real inbox, so the relay account and an account under your real email are two different accounts. Use Apple sign-in on every device for that account, including the web.
Avatar menu: Settings shows which account you're in; Sign out lets you switch. - 5
If it still won't unlock
Email roomsketch3d@immex.tech with: the email shown at the top of Settings, where you bought (App Store, Google Play, web, Gumroad), and the receipt. We'll attach the purchase to the right account, usually the same day.
Tips
Family Sharing
The purchase unlocks the RoomSketch3D account it was made on, not an Apple family group, so don't count on Family Sharing to unlock a family member's own account. Each person needs the purchase on their own account — or share one RoomSketch3D sign-in.
One sign-in, everywhere
Write down which method and which email address you used (Google, Apple, email; and whether Apple's Hide My Email was on). It saves this whole page next time.
Check the store account too
On iPhone, the Apple Account is at the top of the Settings app; on Android, the Google account is under your profile picture in the Play Store. Restore can only find a purchase made by the store account the device is signed in to.
Common mistakes
Buying again
The unlock screen on a second device almost always means a different sign-in, not a lost purchase. Restore first; refunds for duplicate purchases go through Apple or Google and take longer.
Restoring on the wrong store account
Restore access checks the store account the device is signed in to. A phone signed in to a different Apple ID or Google account than the one that bought it won't find the purchase.
Frequently asked questions
I paid but the app still says it's locked — what do I check?
In this order: (1) Settings — is the email at the top the same email (or Apple relay address) you paid with? If not, sign out and sign in the original way. (2) In the iPhone or Android app, press Restore purchase at the bottom of the unlock screen. (3) On iPhone or Android, make sure the device's App Store / Google Play account is the one that bought it. (4) Email support with the email shown in Settings and the receipt.
Do I need to buy again for a new phone?
No. Sign in with the same account. If the unlock screen appears, press Restore purchase at its bottom.
I bought on Android — can I use it on iPhone?
Yes. Access is on your RoomSketch3D account, not the store. Sign in on the iPhone with the same account.
Does restoring cost anything?
No. It only re-checks a purchase you already made, and you can do it as often as needed.
Where do I find my receipt?
App Store: Settings → your name → Media & Purchases → Purchase History (or in the App Store app: your account picture → Apps & Purchase History → Purchase History; on a computer, reportaproblem.apple.com). Google Play: Play Store → profile → Payments & subscriptions → Budget & history. Web purchases: the Stripe receipt email. Gumroad: the Gumroad receipt email.
I signed in with Google but I bought with Apple — do I have two accounts?
Only if the email addresses differ. Signing in with Google, Apple or an emailed code using the same address opens one account. If you hid your email from Apple, your Apple account has a relay address and is separate: sign in with Apple to reach the purchase.
The restore button said nothing was found. What next?
Restore looks only at the store account on that device. Check that it's the Apple Account or Google account that paid (on iPhone, it's at the top of the Settings app), then try again. If you bought on the web, with a Gumroad key or a gift code, there's nothing in the store to restore: sign in with the account you used there instead.
Sources
- Apple Support: If you can't find or use your Apple In-App Purchases — Restore from inside the app; make sure you're signed in to the same Apple Account you bought with.
- Apple Support: View your purchase history for the App Store — App Store → your account → Apps & Purchase History → Purchase History, or reportaproblem.apple.com.
- Google Play Help: Review your order history — Play Store → profile icon → Payments & subscriptions → Budget & history.
- Apple Support: What is Sign in with Apple? — Hide My Email creates a unique, random address that forwards to your personal email.
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