I paid for the app and I still get ads

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  • Updated 11 months ago
I paid for the app via iTunes on my iPad and still get ads in my phone. I use the same login for both. And both sync when I mark a show as watched in one device as usual.
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celene p

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  • confused and frustrated.

Posted 3 years ago

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TV Queen, Official Rep

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Hi Celene,

Let me check on this for you. 
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TV Queen, Official Rep

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Hi again Celene,

Could you go into your settings in the app on the new device, tap "Remove Ads" and then click "Restore", please? 

Please let us know if this fixes the issue.
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celene p

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Not a new device. Just another device. Seems to be working. Thank you.
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TV Queen, Official Rep

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I'm happy that took care of the issue. 

Cheers
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celene p

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Still not working. Just got an ad that took up the entire screen and had to X it to close it.
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TV Queen, Official Rep

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Thanks. I'll forward this to our team and let them know you are still having this problem. 
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TV Queen, Official Rep

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This really shouldn't be happening, because the ad removal is tied to your account, not a specific device. Meaning, if you are logged into your account, especially after the restore, you should not be seeing any ads.

Did you happen to notice which ad showed up? And has it happened again since that one time?

Did you try restarting your phone after the restore? Maybe that will help.
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celene p

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Did all of the above many times. Just happened again. When I click on restore this time it asks me to pay for the app. Which I already did. What's the point of paying to remove the ads if it does not work?
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celene p

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Just to add. Not only are the ads always at the bottom of the screen. But pop ups that take over the entire screen.
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TV Queen, Official Rep

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I've forwarded your updated information to our gurus, as this should not be happening. I'll get back to you when I hear more.
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TV Queen, Official Rep

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Celene,

What is your SideReel account username (or names, if you have more than one)? Also, do you have more than one Apple ID?

We're trying to figure this out, but we haven't run into it before, nor can we duplicate it. 
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celene p

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I have one Apple ID. And use only one login on both devices for SideReel. The apps sync shows as watched on both devices. I will send you my information but not on this thread. If you provide an email address I will send it there.
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TV Queen, Official Rep

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Absolutely. Please send to customer_support@sidereel.com.  We only need the username, not the password (your connected email address might be helpful too).
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TV Queen, Official Rep

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One thing, I noticed you said "When I click on restore this time it asks me to pay for the app. Which I already did.". Is it possible that Apple refunded your account for the app and no longer shows you paid? Have you tried looking in your account to make sure that they are still showing it as a paid app.

Sorry for all the questions, but we are trying to pin down the problem.
(Edited)
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TV Queen, Official Rep

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We've received your information, and I've passed it on. Someone will get back to you when we know something more.
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TV Queen, Official Rep

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Hi again Celene,

Sorry for the delay, but we were looking to see if there was anything we could do on our end, and we can't. Frankly, we're stumped why this is happening.

We suggest you try deleting the app from the second device completely, and then reinstall, then restore it, and see if that helps.

If not, we can only suggest at this point, if it's within 90 days of purchase, that you ask Apple for a refund, which I understand they will do within 90 days, no questions asked. At that point, after refund, you can decide if you want to try again to buy it and install right away on both devices, and see if that solves it.

I'm sorry we don't have better news for you. 
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celene p

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So I have not gotten a refund but with every click an ad pops up. I am actually worried that if I do what you suggest that it will solve nothing.
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TV Queen, Official Rep

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I'm sorry we weren't able to duplicate the problem and offer more assistance.
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celene p

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You seem to have this problem a lot from reading through other posts. I give up. It looks like I will have to live with ads forevermore. Such a great app. Which was spoiled when you started with the ads. They weren't there two years ago. So I paid for it. I actually use this app. But the fact that I do not get what I paid for is extremely dissatisfying. I will ask Apple for a refund. It's only been a month since I paid for this and it did not work. Let me know when you fix your problems. I'll gladly give you my money.
Did not get satisfaction.
(Edited)
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TV Queen, Official Rep

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The problem you've experienced with it not working on two different devices is actually unique, which is why we could not find a better answer than the ones we've given you when we failed to duplicate the problem.

No one likes ads, but in order for us to continue to run SideReel, not only to maintain the site but also to keep adding new content, it costs money. Running advertising on the site (plus tiny amounts from affiliate sales) is necessary in the current market so that we can keep afloat. 

I'm sorry you were dissatisfied with the app.
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celene p

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I have no problem paying for the app - I actually think it's a great idea to pay for it. Paying for something means it has to be a better product. I have a problem in paying for it and not having it work. The ads have become too much. With every new click there's a pop up. It actually interrupts being able to use the app.
The problem is only on one device. Also that I don't think anyone really listened or tried to resolve it. Like I said I give up.
Good bye.
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Rachel

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Hi Celene.
Just wanted to chime in here. I'm the product manager for SideReel and I wanted to reassure you that we certainly did/do hear that you are having a problem and *have* been trying to resolve it. We're a very small team, and, as TVQueen mentioned, have been unable to replicate this issue, nor have we ever experienced it before. We've been in contact with the developer of the app (who does not work in house), who, also has been stumped as to why this is occurring for you. We recognize that some of the solutions proposed here seem repetitive (restore, delete the app and restore, etc.), but these are legitimately solutions that Apple suggests as well - so deleting from BOTH devices completely, then trying to restore on both is probably still worth a shot! That being said, we didn't want you to feel your money was taken from you when you did not receive what was advertised and we don't have an immediate solution, which is why we suggested at least for now requesting a refund. We'll certainly continue to investigate and will update if we learn anything new. Thanks for writing in and we're sorry you've experienced this; we know you're very frustrated, but we do appreciate your feedback and support of SideReel!
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TV Queen, Official Rep

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It's unfortunate you feel that way, because time was spent trying to troubleshoot the problem. Regrettably, we were unable to duplicate or find a solution that worked for your unique problem. That it is working on one device seems to indicate it's not the app, but rather something on the second device where it isn't working, that is interfering. As there are myriad settings or other programs that might be interfering, we cannot be more specific for your individual device.

You might try logging in through a browser on your phone, which should help, as our site is adaptive and will self-adjust to your screen size. It's not the perfect fix, I understand, but it might be an alternative you can use for that one device.
(Edited)
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celene p

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Work for me? The ads are not gone. Every other app I own works perfectly so that tells me it's your app not my phone.
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TV Queen, Official Rep

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I understand you are frustrated that the ads are not gone, but as it is working correctly on your other device, blocking the ads as it's supposed to, the logical conclusion is that there is something different about your second device that is cause the issue, not the app itself, or it would not be working on the first device or anyone else's devices. It could be that there is a different setting, a program you don't have on the first device, or some other conflict on the second device. Sometimes it is just that one little thing that can be the source of a technological headache.

Unfortunately, we cannot troubleshoot further into the problem unique to your device, and as we cannot duplicate the error, all we can do is suggest the refund and/or an alternate means of accessing the site on the second device. 
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kittylitter14

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This same thing is happening to me. I don't think it's a unique problem. I think this is probably fairly prevalent. Infuriating!!!
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TV Queen, Official Rep

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Hi, 

We've responded to the email you sent, but this is only the second instance of this we've heard of. 

Have you tried any of the steps outlined above?
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Dixie Hamilton

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I am having similar issues. I paid for the app, but suddenly I am getting pop up ads along the bottom of the screen. But worse yet, there  is now an ad covering the entire background and scrolling up and down as I try to use my tracker.  What is happening to Sidereel?  First they discontinue the Ipad and phone apps and now this?

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TV Queen, Official Rep

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This is a thread from last year. We are no longer supporting the app. All we can suggest at this point is to try the steps outlined above.

This conversation is no longer open for comments or replies.