🔄️ Restore purchases in the app
Before restoring purchases in the app, check your email for a receipt to confirm the purchase. Ensure the email is linked to the correct account.
To restore purchases in the app:
Open the RetouchMe app on your Android device.
Go to “Settings” and tap “Restore Purchase.”
This will attempt to sync your credits or subscription from Google Play.
👤 Checking your Google account
Check your Google account:
Make sure you’re signed into Google Play with the same Google account you used to make the purchase.
Double-check that this is the account currently linked to the RetouchMe app.
💸 Verifying payment status
Verify payment status:
Open the Google Play app.
Tap the profile icon in the top right corner of the screen.
Select the “Payments & subscriptions” option from the menu.
Check if the payment shows as “Completed” or “Pending.”
Pending payments may take additional time to process.
🧾 Handling failed payment
If your payment failed, send us an invoice or payment receipt to investigate your payment issue further.
Duplicate charges should also be reported by following the steps outlined in the Resolving Duplicate Charges section.
🔍 Missing Purchased Credits
Verify that credits were successfully purchased by checking your payment receipt.
Follow the steps to restore purchases as outlined above.
In cases where the issue persists, submit your receipt to the support team through the app along with details of the problem. Including screenshots of any errors encountered or steps you've already taken can also be helpful for the support team.
❗Note
Payments are processed by Google. RetouchMe cannot directly manage or cancel payments.
If your issue remains unresolved, you may need to contact Google Support for further assistance.
🛠️ Platform Troubleshooting
If you are unable to renew subscriptions or complete a purchase:
Ensure that you have the latest version of the RetouchMe app installed.
Take a screenshot of the error if possible and note where the issue occurs.
Verify that your payment method supports online transactions by checking with your bank.
Try making a one-time purchase; if successful, this may point to an issue with subscription renewals specifically.
Check for automatic cancellations due to errors in payment methods or lapses in subscriptions.
Additionally, verify with your bank or payment provider whether your payment method can process online transactions. Errors in payment methods can lead to failed purchases or subscriptions.
💳 Resolving Duplicate Charges
If you believe you were charged twice for the same purchase, follow these steps to report and resolve the issue:
Steps to Report a Duplicate Charge
Gather Payment Documentation: Locate the payment receipt for the RetouchMe app associated with the duplicate charge. Ensure the receipt includes:
The App Store or Google Play logo
The transaction date
The unique Transaction ID
Submit the Documentation: Provide this information to our support team by:
Attaching an image or PDF of the receipt
Mentioning the specific issue (e.g., duplicate charge for the same purchase)
Investigation and Resolution Process
Once your documentation is received, here's how we handle your case:
Case Review: Our team will investigate the claim by verifying the provided transaction details.
Resolution: If the duplicate charge is confirmed:
Account Credit: Credits equivalent to the duplicate charge amount will be applied to your RetouchMe account.
We strive to process these requests promptly to minimize any inconvenience. Providing accurate and detailed payment documentation enables us to resolve your issue faster.
📱 Additional Support
If none of the above steps resolve your issue, contact RetouchMe’s support team with the following details:
Screenshots of errors encountered.
The payment receipt for the affected transaction.
A detailed description of the problem and steps you’ve already taken to resolve it.
⚠️ If claiming a duplicate charge, include receipt documentation to expedite the resolution process.
Providing this information can help resolve your issue faster.
📚 Learn more about technical issues troubleshooting: