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Help & Support Guide

Having trouble restoring purchases or accessing paid features? This guide will help you resolve common issues and ensure you get the full benefits of your purchase. Purchases—whether a paid app or in-app purchase—are linked to the specific marketplace (Google Play, Amazon Appstore, Samsung Galaxy Store) where the transaction occurred.

AnExplorer is available in three versions on Google Play: AnExplorer (Free), AnExplorer Free (Alternate Free) , AnExplorer Pro (Paid)

Common Issues

Purchased the Paid Version but Installed a Free Version

You purchased AnExplorer Pro but later installed one of the free versions, so the paid features aren’t available.

  1. Uninstall the free version from your device.
  2. Download and install AnExplorer Pro from the marketplace where you made your purchase.
  3. Ensure you are logged in with the same account used for the purchase.

Purchased In-App Features in One Free Version, But Installed the Alternate Free Version

You made an in-app purchase in one free version and then switched to the other free version, where the purchase isn’t recognized.

  1. Reinstall and use the free app in which you originally made the in-app purchase.
  2. Open the app and use the "Restore Purchases" option (if available).
  3. Confirm you are signed in with the same account you used for the purchase.

Installed the App from a Different Marketplace

You made your purchase on one marketplace (e.g., Google Play) and later installed AnExplorer from another (e.g., Amazon Appstore or Samsung Galaxy Store). The purchase doesn’t carry over.

  1. Marketplace purchases are bound to the specific marketplace.
  2. Please reinstall the app from the same marketplace where you made your original purchase.
  3. Verify that you are using the correct account for that marketplace.

Restoring Your Purchase

If you have purchased the Pro version or made an in-app purchase but cannot access the Pro features, follow these steps:

General Steps to Restore Purchase

  1. Ensure you are signed in with the same account used for the purchase.
  2. Open AnExplorer.
  3. Tap the heart icon or navigate to the purchase screen.
  4. Tap Restore Purchase.
  5. If the restoration is successful, Pro features will be unlocked.

If the above steps do not work, proceed to the specific marketplace guide below.

Marketplace-Specific Restoration

Google Play Store

  1. Ensure you are using the same Google account that made the purchase.
  2. Open the Google Play Store and check your purchase history.
  3. If AnExplorer Pro or an in-app purchase appears in your history, reinstall the app.
  4. Open AnExplorer and tap Restore Purchase.
  5. If restoration fails, clear the Google Play Store cache and try again.

Amazon Appstore

  1. Install the Amazon Appstore on your device.
  2. Log in with the same Amazon account used for the purchase.
  3. Search for AnExplorer and install it from the Amazon Appstore.
  4. Open AnExplorer and tap Restore Purchase.

Samsung Galaxy Store

  1. Uninstall any existing versions of AnExplorer.
  2. Open the Samsung Galaxy Store and log in with the correct Samsung account.
  3. Install AnExplorer from the Samsung Galaxy Store.
  4. Open the app and restore the purchase.

Transferring Your Purchase to Another Device

You can install AnExplorer and restore purchases on another device as long as it is on the same platform (Google Play, Amazon, or Samsung). Follow these steps:

  1. Install AnExplorer from the same marketplace where you purchased it.
  2. Log in to the same account used for the purchase.
  3. Open AnExplorer and restore the purchase via the purchase screen.

Important Notes

  • Purchases are restricted to the marketplace where they were made (Google Play, Amazon, or Samsung). If you switch platforms, purchases do not transfer.
  • Family Sharing may not support in-app purchases.
  • If you see a payment request instead of restore, ensure you're using the correct account.

Troubleshooting Common Issues

I bought the Pro version, but it's not working

  1. Ensure you installed AnExplorer from the same store where you made the purchase.
  2. Check that you're using the correct account.
  3. Tap Restore Purchase from the purchase screen.
  4. If issues persist, update to the latest version of AnExplorer.

I switched devices and lost my purchase

  1. Reinstall the app from the original marketplace.
  2. Log in with the correct account and restore the purchase.

I see a payment request instead of restore

  1. This means you are using a different account or store.
  2. Verify your purchase history in Google Play, Amazon, or Samsung Galaxy Store.
  3. Install the app from the correct marketplace.

Restore button does nothing or fails

  1. Ensure you are connected to the internet.
  2. Clear the app cache and restart the device.
  3. Try uninstalling and reinstalling AnExplorer.
  4. If still unsuccessful, contact support (instructions below).

Contacting Support

If none of the above solutions work, you can contact support for further assistance.

  1. Open AnExplorer.
  2. Tap the three-dot menu and go to About.
  3. Tap Contact Us.
  4. This will open a screen to enter email and necessary details. Send your issue to our support team.

Make sure to include:

  • Your purchase receipt or order ID.
  • The email or account used for the purchase.
  • The platform (Google Play, Amazon, or Samsung Galaxy Store).
  • A description of the issue.

We will try to resolve your issue as quickly as possible.