Common Payment Issues

A list of common issues during payment processing and how to solve them. We also have a support article related to discounted upgrade issues.

macOS

When trying to make a purchase, the activity indicator spins forever

Disable Touch ID on MacBook Pro's with Touch Bar

The most common reason for this issue is a bug related to Touch ID and In-App-Purchases on macOS. To work around this: Open System Preferences and navigate to the Touch ID preferences. Disable "iTunes & App Store" and reboot the Mac. Now you should be able to make the purchase. Afterwards you can reenable the preference.

Ensure the macOS Firewall allows incoming connections

If you have the macOS Firewall enabled, please ensure you have "Automatically allow downloaded signed software to receive incoming connections" enabled. You can find this control in System Preferences under Security & Privacy > Firewall Options…. Learn more in Apple's firewall support document.

Reset Cache of accepted certificates

If the issue persists after above steps, resetting the cache of accepted certificates can help:

  1. Switch to Finder and select Go > Go to Folder from the main menu.
  2. Enter /var/db/crls/ into the box and click Go.
  3. Drag the files crlcache.db and ocspcache.db to the Trash. You might need to confirm this operation with an admin password.
  4. Restart your computer and than try again to make the purchase.

Learn more in Apple's support document.

"Account Not In This Store" error message with "Change Store" button

This message appears when you are currently in a different country than the country of your App Store account (e.g. when traveling or working abroad).

You can fix this issue by resetting the Mac App Store preferences:

  1. Launch the app Terminal (you can find it in the Utilities folder inside your Applications folder)
  2. Copy and paste the following text into Terminal and confirm it with return: defaults delete com.apple.appstore.commerce
  3. Retry the purchase

iOS

"Cannot connect to iTunes Store" error message when trying to purchase

Rebooting the device resolves the issue. If this doesn't help, please ensure you are connected to the internet and App Store payments are allowed in this device.

"Unable to restore purchase" error message

The wording of this error message is misleading in most cases and the trail/full version was already automatically unlocked. You can verify this by creating a new document or by editing an existing document. If this works you are using the unlocked version.

(Last Updated: 2018-06-26)

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