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Help & Support Guide

Having trouble restoring purchases or accessing paid features? This guide will help you resolve common issues quickly.

Key Concept: Purchases are typically linked to the Store (Google Play, Amazon, Samsung) and the Account you used to buy them.

AnExplorer is available in these versions:

How to Restore Your Purchase

Option 1: Standard Restore (Same App Store)

If you are using the same app store where you made the purchase (e.g., bought on Google Play, reinstalling from Google Play):

Follow these steps to restore your purchase:

  1. Check your Account: Ensure the device is logged into the exact same email account used for the purchase.
  2. Open AnExplorer and tap the Star icon (Premium button) to open the purchase screen.
  3. Tap Restore Purchase at the bottom of the screen.
  4. Success! Your Pro features should be active.

Option 2: Cross-Store Restore (Different App Store)

If you switched app stores (e.g., bought on Google Play, now using Samsung Galaxy Store), standard restore won't work immediately.

Follow these steps to restore your purchase:

  1. Open the Purchase screen in AnExplorer.
  2. Tap the Menu (3 dots) > Restore Other Store.
  3. Enter your email address (the one used for the original purchase) and a short message, then tap Send.
  4. Verification: You will receive an email asking for proof of purchase (Order ID/Receipt). Once verified by our team, we will enable your license for the new store.

Troubleshooting Common Issues

"I bought the Paid version but ads are still showing"

Cause: You might have installed the free version by mistake instead of the Pro version you bought. Fix:

  1. Uninstall the free version.
  2. Go to your specific store (Google Play/Amazon/Samsung) and install AnExplorer Pro (Paid).
  3. Ensure you are logged in with the same account used for the purchase.

"My In-App Purchase isn't restoring"

Cause: You might be using the "AnExplorer X" (Alternate) version instead of the main "Free" version (or vice versa). In-app purchases don't transfer between the two free apps.

Fix:

  1. Check your purchase history to see which specific app you bought the upgrade in.
  2. Uninstall the incorrect version and install the correct version of the app.
  3. Open the Purchase screen in AnExplorer. Tap Restore Purchase at the bottom of the screen.
  4. Confirm you are signed in with the same account you used for the purchase.

"Restore button does nothing"

Fix:

  1. Internet: Ensure you have an active internet connection.
  2. Cache: Clear the Play Store/App Store cache and the AnExplorer app cache.
  3. Restart: Restart your device and try again.

"I see a payment request instead of 'Restore'"

Cause: The app store doesn't recognize your previous purchase. Fix:

  1. Verify you are logged into the correct store account.
  2. If you have multiple accounts on the device, try selecting the correct one in the Play Store app first.

Still Need Help?

If the steps above didn't work, please contact us directly.

  1. Open AnExplorer.
  2. Tap Menu (3 dots) > About > Contact Us.
  3. Please include: Brief description of the issue with Store Name (Google Play, Amazon, etc).

We will get back to you as soon as possible!