Frequently asked questions – FAQ

No, it is not possible. Your purchases are linked to your Google or Apple accounts. You purchase is stored in your Google Play Store or Apple App Store account, and can only be used in a device which has access to that store and which exact account used for the purchase. So you can share unlocked contents betwen Google Play devices, or Apple iOS decides, but not between them. Everything related to your purchase ( payment, refund...) is managed by Google or Apple app stores.

This is because the device does not have enough resources to run the app. This is usually due to the device not having enough RAM. At least 4Gb of RAM is required for the app to work without the possibility of crashing. You can reduce the graphic quality to improve performance from Menu – Settings – Quality

No, currently we do not support this service. All derivative resources from Anatomy Learning are copyright licensed, all rights are reserved.

Upon making a purchase to unlock PRO contents, the user acquires the right to unlock those contents of that specific version on the current device where the purchase is made, which is automatically unlocked.

No new charges will be made (Unique Payment - No subscription).

Anatomy Learning won't lock unlocked contents again unless the user provokes it by a substantial change: Delete app, hard reset the device, claim for a refund of the order etc..

On the other hand, 3DMedical OU does not guarantee support for compatibility of new versions of Anatomy Learning on new devices. If user has enabled automatic updates of Anatomy Learning in its device, user is responsible to keep the required software and hardware in adequate state to run the application properly.

3DMedical OU is not responsible for lack of usability in case of substantial change, such as new or restored devices, accepted automatic updates, new operating software, or hardware, that don't automatically unlock (view topic about unlocking contents on second device).

Your order is stored by Google Play Purchases linked to your Google account.

Everytime you open Anatomy Learning, the app asks Google Play for a list of past orders, an will unlock PRO contents according to the purchases history. If locked contents does not unlock on new, second or restored devices, it is due to an error in the configuration of your account or Google Play Services app, not due to Anatomy Learning, neither something we could fix.

Your purchase can be shared in all Android devices using the same account used for the purchase.

3DMedical does not record any type or order or information, this means that we can't recover/fix an order.

Refund Policy is based on Google Play Refund Policy

Basically, you need to fit Google Play In-App Purchases Terms and conditions to be eligible for an automatic refund.

Refunds are not allowed in case of change in usability due to an automatic update which modifies Anatomy Learning features, some of them may require higher device resources. In case of no desire to get automatic updates, the user is responsible to disable them in their device.

Yes, but with few limitations.

- Unlocked contents are limited to each platform (Android vs iOS). A purchase on Android won't unlock iOS items and vice versa.

- User is responsible to keep the required software and hardware in identical conditions to the day the purchase was made and app contents were unlocked, or in case of automatic updates enabled, user is responsible for updating the software and hardware with the necessary requirements to properly run the application.

Issues that won't be addressed by support team:

- Issues trying to activate Anatomy Learning app in a second/new/restored device, after a successful activation on the first one, which was the one where the purchase was made. In this case, it is due to a problem with the user's device, which must be fixed and proceed with the standard automatic unlock. Also keep in mind that 3DMedical OÜ acquired Anatomy Learning in January 2021, and we can't access previous orders, made to the previous proprietary, due to data protection laws, so older orders before January 2021 won't be addressed

- Issues with Google Play purchases history or any other kind of Google Play or Android misconfiguration

Why are these issues not being addressed by support team?

It is a fair treatment. AnatomyLearning requires a ONE TIME PAYMENT, this means that you won't be charged again, no subscription. On one hand, you will save a lot of money by not paying extra cost every year, but on the other hand 3DMedical OU is not going to have a support team waiting a lifetime to support technical issues for a purchase made years or decades ago.

How to proceed to automatically unlock contents on second/new/restored device:

- Ensure both devices use same Gmail / Google Play Account that you used to purchase locked contents. If you have multiple accounts you will need to log out all accounts, and log in with the account that you used to make the purchase of locked contents.

- Uninstall AnatomyLearning

- Delete Google Play cache data in Device Settings, installed apps, Google Play Store

- Restart your device and install Anatomy Learning again .

If this does not work, this is related to an issue with your purchase (not completed or refunded), your purchase's history on Google Play, or a misconfiguration of your Google Play Store. This is not an issue of AnatomyLearning app, neither something that we could fix. You will need to contact your device's maintenance assistant for custom support.

When a purchase is completed successfully, google sends an invoice to your email the GPA number that identifies the order.

This TOPIC IS NOT RELATED TO PREVIOUS PURCHASES which ended in a succesful unlocking of the locked contents. To activate an old purchase on a second/new/restored device just check the topic: Can I use the PRO unlocked contents on a second/new/restored device?

When making a purchase, Google Play takes care of all the procedures and handles the bank details safely. At the end of the process, send the user a GPA invoice number, and a copy of it to us.

If the payment is rejected, Google Play do not send the GPA, even though the amount has been collected. In this case, the money is automatically refunded after a few days. The automatic refund time varies depending on the country and bank procedures. In this case, you must contact your bank to ask them why the payment has been rejected.

Payment is stored on your Google Play Purchases History, and provided to the app by Google Play everytime you open the app. Any issue with your Google Play store will prevent app from unlocking PRO contents.

In case you have a GPA order number and app keeps locked, means that you have an issue with you Google Play Purchases History, your Google Play app, or an Android misconfiguration. You can try to reset your Google Play purchases history on your device:

- Ensure your device uses same Gmail / Google Play Account which you used to make the purchase of locked contents. If you have multiple accounts you will need to log out all accounts, and log in with the account that you used to make the purchase of locked contents.

- Uninstall AnatomyLearning

- Delete Google Play cache data in Device Settings, installed apps, Google Play Store

- Restart your device and install again AnatomyLearning.

If this does not work, this is usually related to an issue with your purchase, your purchase's history on Google Play, or a misconfiguration of your Google Play Store. This is not an issue of AnatomyLearning app, neither something that we could fix. You will need to contact your device's maintenance assistant for custom support.

Upon making a purchase to unlock PRO contents, the user acquires the right to unlock those contents of that specific version on the current device where the purchase is made, which is automatically unlocked.

No new charges will be made (Unique Payment - No subscription).

Anatomy Learning won't lock unlocked contents again unless the user provokes it by a substantial change: Delete app, hard reset the device, claim for a refund of the order etc..

On the other hand, 3DMedical OU does not guarantee support for compatibility of new versions of Anatomy Learning on new devices. If user has enabled automatic updates of Anatomy Learning in its device, user is responsible to keep the required software and hardware in adequate state to run the application properly.

3DMedical OU is not responsible for lack of usability in case of substantial change, such as new or restored devices, accepted automatic updates, new operating software, or hardware, that don't automatically unlock (view topic about unlocking contents on second device).

Your order is stored by Apple Purchases linked to your Apple account.

Everytime you open Anatomy Learning, the app asks Apple App Store for a list of past orders, an will unlock PRO contents according to the purchases history. If locked contents does not unlock on new, second or restored devices, it is due to an error in the configuration of your account or Apple App Store app, not due to Anatomy Learning, neither something we could fix.

Your purchase can be shared in all iOS devices using the same account used for the purchase.

3DMedical does not record any type or order or information, this means that we can't recover/fix an order.

Apple's App Store manages all issues related to app purchases. You need to directly contact Apple support and apply for a refund.

Refunds are not allowed in case of change in usability due to an automatic update which modifies Anatomy Learning features, some of them may require higher device resources. In case of no desire to get automatic updates, the user is responsible to disable them in their device.

Yes, but with few limitations.

- Unlocked contents are limited to each platform (Android vs iOS). A purchase on Android won't unlock iOS items and vice versa.

- User is responsible to keep the required software and hardware in identical conditions to the day the purchase was made and app contents were unlocked, or in case of automatic updates enabled, user is responsible for updating the software and hardware with the necessary requirements to properly run the application.

Issues that won't be addressed by support team:

- Issues trying to activate Anatomy Learning app in a second/new/restored device, after a successful activation on the first one, which was the one where the purchase was made. In this case, it is due to a problem with the user's device, which must be fixed and proceed with the standard automatic unlock. Also keep in mind that 3DMedical OÜ acquired Anatomy Learning in January 2021, and we can't access previous orders, made to the previous proprietary, due to data protection laws, so older orders before January 2021 won't be addressed

- Issues with App Store purchases history or any other kind of App Store or iOS misconfiguration

How to proceed to automatically unlock contents on second/new/restored device:

- Ensure both devices are signed with same Apple account.

- Enter AnatomyLearning app, go to left menu, settings, and press Restore transactions and follow instructions.

- If this does not work, alternatively, you need to purchase again the PRO contents. If you previously purchased them and the previous purchase is OK, a message will prompt indicating that you will not be charged for the purchase, and it will be activated without cost.

There are many browsers, and many versions. Only the latest versions of the best browsers (Chrome, Edge, Safari, Firefox …) support WebGL without problems.

- Update your browser to the latest version.

- Delete all browser history and cache files