Creator Support

1. Choose the edition you bought

Apple, Google Play and the website APK have separate purchases. A website code cannot unlock a store edition, and a store purchase cannot unlock the website APK. You do not need a Urticad account to draw or save works.

2. Restore a store purchase

Google Play: use the Google account that bought Complete and open the Google Play edition. Use Restore Purchases in the purchase area. An existing entitlement is also checked automatically. If Complete is already shown, do not buy again. If it is missing, check the account and receipt, connect to Google Play, and contact us if restoration still fails.

iPhone and iPad edition, when available: use the Apple Account that bought Complete, connect to the App Store and choose Restore Purchases. Apple may ask you to authenticate. Restoration is not a new purchase. A pending purchase, including Ask to Buy, unlocks only after approval and verification; cancellation does not unlock it. A refunded or revoked purchase is no longer an active entitlement.

Creating works and using an already verified entitlement can work offline. A new purchase or restoration needs the relevant store connection; do not rely on offline operation to restore a missing purchase.

3. Website Android licence and delivery

Keep your purchase email: it contains the APK download and your own offline licence code. Install the website edition (com.urticad.creator); activate it using that code. If delivery is missing, check spam and contact us with the checkout email and Stripe receipt or order reference. If you need the same licence sent again, ask support; do not purchase again to replace a missing email. Never post or send your complete licence code publicly.

4. Exports and saved works

Standard exports include PNG and metadata JSON; Complete enables Print and removes watermarks. Choose portrait or landscape before exporting. Android saves exports in Pictures and Download; iOS uses system sharing or Files and requests add-only Photos access if you choose Photos.

Saved works are local. Urticad has no server copy. Keep exported PNG and JSON files before uninstalling or clearing app data. iOS system device backups may contain local works, depending on your backup settings; managing or restoring them uses Apple’s system tools, not a Urticad cloud service. Android app backup is disabled.

5. Refunds and problems

For Apple purchases, use Apple Report a Problem; for Google Play, use Google Play refund help. For the website edition, contact us with your receipt. The Creator Terms explain cancellation and statutory rights.

6. Contact

Email wangyal@urticad.com with the edition, app version, device/OS, what happened and any error text. Include a redacted receipt or screenshot only if relevant. Do not send passwords, card details or a full licence code. See App Privacy and Website Purchase Privacy for how support and purchase information is handled.

Android 版已在 Google Play 和网站独立 APK 渠道提供。iPhone 和 iPad 版正在开发，尚未在 App Store 上架。

1. 确认购买的版本

Apple、Google Play 和网站 APK 的购买彼此独立。网站授权码不能解锁商店版，商店购买也不能解锁网站 APK。绘图和保存作品无需 Urticad 账户。

2. 恢复商店购买

Google Play：使用原购买 Complete 的 Google 账户打开 Google Play 版，在购买区域选择“恢复购买”；应用也会自动检查已有权益。如果已经显示 Complete，请勿重复购买。若权益缺失，请检查账户和收据、连接 Google Play；恢复仍失败时联系我们。

iPhone 和 iPad 版提供后：使用原购买 Complete 的 Apple 账户，连接 App Store 并选择“恢复购买”。Apple 可能要求认证。恢复不是新的购买。待处理购买（包括“购买前询问”）仅在批准并验证后解锁；取消不会解锁。已退款或撤销的购买不再属于有效权益。

创作和使用已经验证的权益可以离线进行。新购买或恢复需要连接对应商店，不能依靠离线操作恢复缺失的购买。

3. 网站 Android 授权与发货

请保留购买邮件，其中包含 APK 下载和你本人的离线授权码。安装网站版（com.urticad.creator），再用该码激活。未收到邮件时，请检查垃圾邮件，并提供购买邮箱及 Stripe 收据或订单参考号联系我们。需要重发同一许可时请联系支持，不必为找回邮件重复购买。不要公开或发送完整授权码。

4. 导出与收藏作品

Standard 导出包含 PNG 和元数据 JSON；Complete 解锁 Print 并去除水印。导出前选择横幅或竖幅。Android 导出到“图片”和“下载”；iOS 使用系统分享或“文件”，仅在你选择保存到“照片”时申请添加照片权限。

作品保存在本地，Urticad 没有服务器副本。卸载或清除应用数据前，请保留导出的 PNG 和 JSON。iOS 系统设备备份可能按照你的备份设置包含本地作品，管理和恢复使用 Apple 的系统工具，不是 Urticad 云服务。Android 应用备份已禁用。

5. 退款与问题

Apple 购买请使用 Apple 报告问题；Google Play 购买请参阅 Google Play 退款帮助；网站版请携收据联系我们。Creator 条款说明撤销和法定权利。

6. 联系方式

请发邮件至 wangyal@urticad.com，说明版本渠道、应用版本、设备/系统、操作过程和错误提示。必要时提供遮去无关个人信息的收据或截图。请勿发送密码、银行卡信息或完整授权码。支持和购买信息的处理方式见 应用隐私政策和 网站购买隐私说明。