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Purchased upgrade through itunes but this was not recognised by SplashID

Jeanie Gallo Jun 05, 2014 11:39AM PDT

This is the second time I have tried to rectify this through the help desk.

I purchased the $29.95 upgrade after the trial period expired on March 21, 2014. I have confirmed that my iTunes account was charged this amount. The problem is that when I go into the SplashID app a message comes up that "SplashID Safe Trail Expired" To use the fully functional version ..... Purchase Now / Purchase Later. I have already purchased through iTunes so please help and rectify this.

Jeanie Gallo

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Justin Cepelak Jun 05, 2014 03:14PM PDT SplashData Inc Representative

Thanks for contacting us. I will extend your trial period, so you can get into the settings screen, but the problem appears to be that you have Cloud Sync selected, though you purchased WiFi sync.

So go to SplashID > Settings > Account status & sync method. Change it from SplashID Cloud Services to Local WiFi sync.

That should resolve your license issue.

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David Jul 09, 2014 02:55PM PDT

For the last couple of weeks, I have been having issues with my splashid apps. When accessing on iPhone, I get a message saying my trail has expired. To try and overcome this, I purchased the iCloud sync option.

The sync option has allowed me to sync the details with my iPad. Whist I think this is expensive at £13 per year, this could be of some benefit, so I might keep it.

However, the iphone and iPad are still running in ‘Trail expired’ mode. My understanding is customers who have had the app for sometime should have had lifetime membership (I have had the app for some years)

Please can this be corrected.

I can't log a support ticket as my subscription expired!

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Justin Cepelak Jul 09, 2014 02:56PM PDT SplashData Inc Representative

Hi David,

You are licensed for WiFi, which is free for upgraders to version 7, but our system shows that you currently have cloud sync selected, which is a paid subscription.

If you switch back to WiFi sync, you will not be in trial mode any longer. You can do this in Options / Preferences / Settings.

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Davis Jul 10, 2014 11:03AM PDT
Thanks for the quick response. As I have paid for cloud services via the App Store, can I get this refunded?
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Justin Cepelak Jul 10, 2014 11:04AM PDT SplashData Inc Representative

We don’t have any control over App Store purchases, so you would have to contact Apple for the cancellation and refund if needed.

You can cancel your recurring subscription through iTunes if you wish. This article on Apple’s website should answer all questions regarding managing or cancelling auto-renewing subscriptions:


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Michael Beckles Oct 20, 2017 05:23AM PDT
I am continuously receiving this message on my iPhone version of SplashId: "Upgrade Your SplashId subscription has expired....". I previously did not receive this message in the years I have been using the product. At times I am locked out of using the app on the iPhone. In addition the SplashId app on my Mac for about a week or so prevented me from accessing the app all together. Can you please explain why this is the case?
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Adrian Denno Oct 20, 2017 05:23AM PDT
I initially signed up for the introductory offer. Later, I was unable to recall or find my password and could not resign for membership. Somehow, I was directed to a membership to the splash-pro Program (which I had assumed was the initial membership program) and paid 19.95. I wanted to sign up for the lifetime option at $29.95, but now find it impossible to accomplish. Can you help / explain why I had to sign up for the Splash Pro program and now find I can't get the lifetime offer?
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Maurice Brannan Oct 20, 2017 05:23AM PDT
I have purchased upgrade through iTunes on 6th September for £14.99 but when I access with my Apple iPhone I still get a message saying my subscription has expired.

Can you please advise.
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Guido Berghmans Oct 20, 2017 05:23AM PDT
Hello, I renewed my subscription, but the program does not recognize it?

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Nikolai Filipov Oct 20, 2017 05:26AM PDT SplashData Inc Representative

Thanks for contacting us, everybody!
Please note this public question is not the correct way to get help for your license/subscription issues from us.
Please instead submit a support case for your issues here:
Tech Support: Email Us
And then we can help you personally.

Please tell me if you need anything else, or have any other questions or comments.

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About SplashData

SplashData has been a leading provider of security applications and services for over 10 years. The company's secure password and record management solution SplashID Safe has over 1 million individual users worldwide as well as hundreds of business and enterprise clients. SplashData was founded in 2000 and is based in Los Gatos, CA.

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