App Store subscription not recognized on one computer, but remains working on another Mac logged in using the same AppleID

Question

App Store subscription not recognized on one computer, but remains working on another Mac logged in using the same AppleID

I have a MacOS app downloaded from the Apple App Store with an active annual subscription running on a desktop Mac. After the subscription automatically renewed the services I have been subscribing to stopped working in the app exactly one month after the annual renewal date restarted. It is as though the app does not recognize the annual subscription and thinks it is a monthly sub. Now all I get is prompts from the application to subscribe when I try to use it.

To address the issue, I tried deleting the app and reinstalling it. However, I got the same results.

On the advice of the application developer I tried deleting the app, logging out of my Apple ID account, restarting my computer, logging back into the app store under the same AppleID and reinstalling the app, but that didn’t help. I then tried repurchasing my app subscription when prompted and receive the error message "Transaction Failed”. When I go to manage my app store subscriptions I see that the subscription is still active and renews in 11 months.

When I log into a different Mac (my MacBook) using the same AppleID, making sure that the application in question is current, the subscription appears to be active, the application works fine and I have access to all of the features I paid for.

Why is the subscription working on one of my computers and not the other? The application seems to launch fine and is compatible on both systems. I can use the free features, but the subscription appears to be inactive on my primary computer.

All I can think is that there might be some residual files that are keeping the app from recognizing it is on an annual subscription. Is there something I can do to wipe the entire app off of my computer including any ancillary files before I try reinstalling it again?

Mac mini (2018)

Posted on Apr 27, 2024 2:33 PM

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Answer 1

-Bubba-

Level 6

11,160 points

Apr 27, 2024 4:10 PM in response to apple_owner_VTD

apple_owner_VTD wrote:

All I can think is that there might be some residual files that are keeping the app from recognizing it is on an annual subscription. Is there something I can do to wipe the entire app off of my computer including any ancillary files before I try reinstalling it again?

You could try looking for a relevant folder in /Users/[user]/Library/Application Support and deleting it, then reinstall the app.

Failing that, I'd contact the developers for help with their app - How to contact an app developer - Apple Support

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Answer 2

May 29, 2024 4:17 PM in response to -Bubba-

Thanks for your reply. I had assumed the app developer would be the only one with a solution and they were completely unhelpful. The only support from them was through their published FAQs, which is where I got the idea to uninstall, empty trash, restart and reinstall the app to fix the issue. Though, thanks to your advice, I did find some residual files under /Users/[user]/Library/Application_Support that were not removed during the normal apple uninstall process. However, after deleting those additional files and following the previous process for wiping the app and reinstalling, I still had the same issue.

however, installing a major MacOS update seemed to clear the problem. The funny thing is that that didn’t last more than a few weeks before my subscription became dysfunctional again.

I have never seen anything like this before where a subscription worked on one computer and not the other. Then was temporarily restored to full function and then failed again weeks later without updating the software.

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App Store subscription not recognized on one computer, but remains working on another Mac logged in using the same AppleID

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