Subscription, Billing

    I upgraded to Smart / Pro, but my account still says the Basic.

    • Created :
    • Updated :

    You have upgraded to Smart or Pro, but your account is still the Basic?
    If so, you can refer to below then try to restore your purchase record. Please restore purchase on the device that you purchased service.

     

    [Windows]
    1. Sign out from the Polaris Office and then start the Polaris Office again please.
    2. If your account still says the Basic, please contact Customer service with the receipt.

     

    [Mac]
    1. Please delete the Polaris Office and install again. (You are able to download the Polaris Office from App Store.)
    2. Sign-in the Polaris Office with right ID, and sign-in the Apple with purchased ID.
    Select Account icon > Check/Restore Payment Information > click 'Having trouble getting the upgrade?' on top right corner > At new small pop-up, click 'Restore payment information' in Green button.

    If you can't restore your payment with above steps, we are sorry to tell you that we are not able to connect Apple purchase record and the Polaris Office manually at our side.
    So you need to request refund from the Apple in this case.
    ​
    ** How to Request Refund to the Apple
    Apple Guide https://support.apple.com/en-us/HT204084

     

    [Android]
    1. Sign in to Google Play Store with the Google ID you have subscribed Smart or Pro.
    2. Delete Polaris Office and install the app again please. You can download it from Google Play Store.
    3. Sign in to Polaris Office.
    4. Select 'Use Advanced Editing Functions' on the top  > Select 3dot on the top right > Select 'Use Past payment Information'

     

    [iOS]
    1. Sign in to App Store with the Apple ID you have subscribed Smart or Pro.
    2. Delete Polaris Office and install the app again please. You can download it from App Store.
    3. Sign in to Polaris Office
    4. Select 'Learn Pro features' on the top > Select 'Restore' on the top right

    If you can't restore your payment with above steps, we are sorry to tell you that we are not able to connect Apple purchase record and the Polaris Office manually at our side.
    So you need to request refund from the Apple in this case.
    ​
    ** How to Request Refund to the Apple
    Apple Guide https://support.apple.com/en-us/HT204084

     

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