Issue description
After you make a purchase (or restore a previous purchase), HPT videos may remain locked. Please, don't panic. HPT videos are not bundled with the app – they start downloading after you make a purchase and become available once it finishes. There are many variables which may influence this process (e.g. network strength), and hence it may take some time for all videos to download.
If you believe that your download is stuck, follow instructions below to troubleshoot known issues.
Troubleshooting steps
- Update your app to the latest version.
- Connect your device to a stable Wi-Fi.
- Click on any locked video to get to the Full Version screen. Then, click the "Restore" button to restore your purchases.
If you are still stuck, you can try reinstalling the app and repeating the procedure above.
Contact us
If the troubleshooting steps above do not help, you can contact our support team for assistance. However, to ensure that we can help you, please avoid sending emails or Facebook messages. Instead, use instructions below to contact us.
iOS devices
- Follow the troubleshooting steps above.
- Wait for a couple of minutes for videos to start downloading.
- Open our app and go to Menu -> Settings -> Help Center.
- Click on the Contact Us button located in the top right corner and send your message to us.
macOS devices
- Follow the troubleshooting steps above.
- Wait for a couple of minutes for videos to start downloading.
- Open your app and go to Settings.
- Click on the Provide Feedback button and send your message to us.
We will then receive important log messages from your device which will allow us to understand what's going wrong.
Request a refund
If the troubleshooting steps do not work for you and you do not wish to spend time trying to resolve this issue with our support team, you can always request a refund by following this guide.