We are very thankful when you decide to purchase something in Hue Essentials. Still, we can imagine that something went wrong during the purchase. Sometimes you pay for an in-app-purchase but it does not seem to work. What to do next?
Purchased or not?
Go to the Upgrade screen in Hue Essentials and locate your in-app purchase (e.g. Premium). If all went well, then it says “purchased”. It also tells you what the package contains. If you do not see “purchased” then it was not purchased.
Subscriptions
We do not offer subscriptions. Only a one time purchase to get the package you get to keep forever.
Restore
Suppose you are sure you purchased it and the in-app-purchase did not activate, you can look for the Restore button on the upgrade screen. For more help, please get in touch with us at support@hueessentials.com.
New phone or reset
Let’s say that you restored your complete phone after a reset and Hue Essentials did not restore your purchase automatically. Please check the following:
- Use the Restore function (if available) on the upgrade screen (see above).
- Check if you are using the correct Apple, Google, or Amazon account on which you made the purchase.
Android: If you are using multiple Google accounts on your phone, then Hue Essentials may have been installed on the wrong account. Resolve this by uninstalling Hue Essentials. Open the Play Store. Log in to the correct Google account at the top. Then install Hue Essentials again.
Purchase not seen (Google Play)
It could be that you purchased an item and even money was deducted from your payment method but you cannot get it to work. In that case, it could be that the purchase was unsuccessful in some way. Google sometimes stops a payment under the flag “payment declined”. In such cases, often an invalid payment method was used like an expired credit card or a telecom provider not allowing for transactions. If money was deducted, Google refunds this automatically which can take a few days or longer; more info at: Learn about Google Play refund policies - Google Play Help
Purchases between different app stores
A purchase you made on one type of store (for example: Apple) does not unlock this feature on another device using a different store (for example: Google).
Amazon is a different store than Google Play Store; however, you could purchase something on an Amazon device in the Amazon store and then install Hue Essentials using the Amazon Store on your Android device. This will install a different copy of the app using the Amazon store and which is incompatible with the Google Play Store.
We are not allowed to add a purchase method authentication from third party stores on another platform. For example: we are not allowed to add a Google Billing method in an Apple app. Therefore, purchases are not shared between stores.
Family library
Google in-app purchases are not eligible for family sharing. Amazon has no sharing options. We cannot change their policies on this topic. Family sharing is only available for Apple devices.
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Google Play Store: Use Google Play Family Library - Google Play Help (please check what is eligible for sharing)
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Amazon Appstore: https://www.amazon.com/myh/households (please check what is eligible for sharing)
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Apple App Store: Apple Family Sharing allows you to share this app with your family members. In-app purchases are now shareable with your family members, but only if the developer updates this per in-app purchase; we allow sharing!
See details for Apple:
Alternative for Google Play Store (using Amazon instead)
Some users indicated they do not have Google Play installed or do not wish to use that service. Still they do want to make an in-app purchase in Hue Essentials like Premium. You can use the following alternative on your Android phone:
Uninstall Hue Essentials. Then install Amazon Appstore. Install Hue Essentials from this alternative store. You can now make an in-app purchase in Hue Essentials through this store. Do not uninstall the Amazon Appstore afterwards. If you did, then please reinstall the store, log in again, install Hue Essentials again, and your purchase should be restored.
Refunds
If you really regret your purchase made you can get a refund. Please find instructions for your store below.
Google Play
Contact support@hueessentials.com with your Google Order ID. Find your Google Order ID in:
- Your inbox for your Gmail account linked to your purchases; they are sent by Google Play. It is called Order Number.
- Directly in your Google Payments. Log in to https://payments.google.com (if site does not work properly, do it on a PC). Go to Subscriptions and services, view purchases, find the Hue Essentials purchases (one of them is sufficient). Open it and find the Transaction ID (something like GPA.XXXXXXXXXXXX).
Apple App Store
Apple is in charge of refunds and a developer has no control in this process. Please find more details on how to get a refund from Apple at: Request a refund for apps or content that you bought from Apple - Apple Support
Amazon Appstore
- Go to Your Digital Orders and find the Hue Essentials order you would like to return.
- Select your reason for returning the purchase and then select Submit.
Microsoft Store
Microsoft is in charge of refunds and a developer has no control in this process. Please find more details on how to get a refund from Microsoft at: Returning items you bought from Microsoft for exchange or refund - Microsoft Support
Refunds from Philips Hue or other brands
Please contact your reseller directly about your physical products. Hue Essentials does not sell light bulbs but only the app Hue Essentials.