Instruments did not download?

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Instruments did not download?

Postby NewBeginnings » Sat Sep 23, 2017 8:51 pm

I have two issues actually. The first is that I paid for the all in one instrument package twice by mistake. How can I get a refund? The second is that I seem to be missing a lot of instruments that I believe were included in the package I purchased. I look forward to your help in resolving these issues.
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Re: Instruments did not download?

Postby Bianca » Sat Sep 23, 2017 10:20 pm

You would have to get a refund from either Apple or Google
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Re: Instruments did not download?

Postby Alex » Mon Sep 25, 2017 9:34 am

Android or iOS?

The first is that I paid for the all in one instrument package twice by mistake. How can I get a refund?

Are you absolutely sure that your credit card (or balance) was debited twice? Apple and Google prevent that this can happen by accident, every product (in-app purchase in your case) can be purchased only once.

The second is that I seem to be missing a lot of instruments that I believe were included in the package I purchased.

Purchased instruments don't need to be downloaded, they already come with the app and are just unlocked.
Which package did you purchase and which instruments do you think are missing?
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Re: Instruments did not download?

Postby NewBeginnings » Mon Sep 25, 2017 9:52 am

I contacted Amazon and they did confirm that the package was paid for twice and that the product was not delivered either time. Amazon then requested that I order the all-in-one one package again to see if it would be unlocked and if it wasn't to contact the dev. I just ordered it again (for the third time) and again the instruments did not load. I loaded the blues demo and got a pop-up telling me the pick bass is missing. In the event that the package failed to load again Amazon wants me to request dev support and troubleshooting. So here I am. I'm using an Amazon All-new Fire HD8. I hope we can make this work.
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Re: Instruments did not download?

Postby Alex » Mon Sep 25, 2017 4:56 pm

Oh ok, neither Apple nor Google, you bought it on Amazon! Apparently Amazon doesn't have the safety net that a product can purchased only once, good to know.

I can't explain why Music Studio doesn't unlock all the instruments when you purchase the all-in-one pack, it worked on the Kindle Fire devices we tested it on. Please try the following:
  • Quit Music Studio from the multitask switcher
  • Restart your device
  • Launch Music Studio and check if the instruments are there.

If the instruments are still not present, all I can offer you is a refund, which must be issued with Amazon Support.
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Re: Instruments did not download?

Postby Alex » Fri Feb 23, 2018 8:36 pm

We've bought a Kindle Fire HD 8 where we can reproduce the issue that in-app purchases are not unlocked by Music Studio (but billed by Amazon) in most cases. We expect to have a bug fix ready by mid march.
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Re: Instruments did not download?

Postby shoegaze » Wed Apr 11, 2018 6:50 pm

Alex wrote:We've bought a Kindle Fire HD 8 where we can reproduce the issue that in-app purchases are not unlocked by Music Studio (but billed by Amazon) in most cases. We expect to have a bug fix ready by mid march.

Hi guys,

Purchased Music Studio the other evening after being impressed by the Lite version and am glad for the purchase. Great software.

However, I am having the same issue as the person above. A short while ago I purchased the all-in-one instrument pack. The instruments are not showing up. I've shut down the app and rebooted my Kindle several times to no avail.

I'm using a Kindle Fire HD 7 (4th generation). Purchased the add-on via the in-app button. Both Amazon and my Paypal account show that payment has gone through.

Any word on when you expect to roll out a bug fix for this? I'd hate to seek a refund, as I do want those extra instruments, but if it's going to be a while before I can access them I'll probably need to.
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Re: Instruments did not download?

Postby Alex » Thu Apr 12, 2018 8:45 pm

Just a few more days until the bugfix update, we are almost ready to submit it to Amazon's app review.
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