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SOLVED

*Urgent - AEM Mobile IOS Subscriptions Not Working

travisd42936554
Level 2
Level 2

Hello,

Recently we started getting inquiries from customers from the App Store about not being able to access their subscriptions. These are customers who purchased a new subscription or already had a subscription through Itunes. Since we do not have any access to any of their information (because it is through Apple) I started to test out some new subscriptions in Testflight. I noticed that when I sign up for an auto-renewable year I do not get access to the newest issue as expected. I have tried 2 different apps using the latest build 2018.6.000 and neither work. Both have worked for almost a year in AEM Mobile until a few weeks ago. I have submitted a ticket to support but have not heard back. If you need any more information please let me know.

Thanks!

Travis

1 Accepted Solution
AndrewTop
Correct answer by
Level 2
Level 2

Thank you for giving us this information.  We will start looking at it.

Can you open a ticket in support so that we can track this efficiently?  Any information about which previous versions worked, etc. would be most appreciated.

Thanks,

Andrew Top

View solution in original post

6 Replies
AndrewTop
Correct answer by
Level 2
Level 2

Thank you for giving us this information.  We will start looking at it.

Can you open a ticket in support so that we can track this efficiently?  Any information about which previous versions worked, etc. would be most appreciated.

Thanks,

Andrew Top

View solution in original post

travisd42936554
Level 2
Level 2

Hi Andrew,

Thanks for responding. I have emailed cresupp@adobe.com and have not received a response yet. Usually I get an email confirming the ticket was created. If I should submit it elsewhere please let me know.

Thanks!

Travis

Darren_Melanson
Employee
Employee

Hi Travis,

I pinged customer care and they indicated they haven't received your cresupp request. Maybe resend?

In the meantime, we have been able to reproduce what you've described and are working on a solution. I will update the thread once I know more.

-

Darren_Melanson
Employee
Employee

Hi Travis,

We've been unable to isolate a possible cause for your issue as of yet.

There's been no code change in the subscription portion of AEM Mobile in quite some time (nothing aligns on our side with your description of a few weeks ago).

Has anything in your project's subscription settings changed?

We continue to dig into this, just want to scratch off the above while we're at it.

ref: Set up in-app purchases and subscriptions for AEM Mobile apps

thanks,

Darren

travisd42936554
Level 2
Level 2

Hi Darren,

Nothing has changed on our end as well. We just recently got inquiries from customers a few weeks ago so I started to look into it. The project settings are setup correctly, and individual purchases work as expected, just not subscriptions. 

Right now if I try to purchase an annual auto-renewal subscription (in Testflight) I will not get access to the newest issue. Are you able to reproduce this same problem?

I have tried to email cresupp@adobe.com several times and do not get an automatic response. If it's more helpful to take this offline please email me @ travis.daniels@outdoorsg.com and I can send you anything that might help isolate the problem. Thanks for your help in getting this resolved asap.

Travis

Darren_Melanson
Employee
Employee

Hi Travis,

Quick update on our end - we've identified an area of our product, specifically around consuming receipts from Apple that would cause the issue you're seeing. It looks like Apple has changed their receipt format - we will be testing a fix in our stage environment this week and hope to roll out a fix into production sometime next week, I will update this thread once that date has been confirmed.

-

Darren