iceGear Instruments

iceGear is a one-man small company based in Japan that develops audio plug-ins (effects and synthesizers).

Support

The App Store may display an app that should have been purchased as if it has not been purchased.

The App Store may not show that the app has been purchased on a different device than the device on which the app was purchased. (For example, when you purchase an app on an iPad and then install it on a Mac.)

However, as long as you are using the same Apple ID, you should be able to install it for free for the second and subsequent installations, even if it is on another device.

If you continue with the purchase process, the App Store should eventually confirm that you have made the purchase and you should be able to download the app for free, even if it appears as if it has not been purchased.

Similar App Store behavior may occur with apps from other developers.

Mention of this App Store behavior by other developers

GoodNotes: https://twitter.com/GoodNotesApp/status/1250408546069594119

Moog Music: https://moogmusicsupport.zendesk.com/hc/en-us/articles/9399471976723

All of this suggests that this strange App Store behavior is only a display thing and has nothing to do with actual billing. Please note that there is no official announcement from Apple regarding this behavior.

If you have further questions or concerns, I encourage you to contact Apple Support.

▶ https://support.apple.com/apps

App Store Support

For any issues or questions about the App Store, please contact Apple.

▶ https://support.apple.com/apps

Compatibility

Compatible Devices

iceGear products only work with iPad, iPhone, and Apple Silicon Macs; other platforms such as Intel Macs and Windows PCs are not supported.

Supported Plug-in Formats

iceGear products support only AUv3 plug-in formats. They can only be used with AUv3-compatible DAWs; other plug-in formats such as AU (AUv2) and VST are not supported. Please ask the developer of the DAW you are using if it supports the AUv3 plug-in format.

Get a Refund for Products Purchased on the App Store

If you are not satisfied with a product purchased from the Appstore, please contact Apple Support as soon as possible for a refund.

▶ Request a refund for apps or content that you bought from Apple (https://support.apple.com/HT204084)

Contact Me

If you have any problems with the App, or if you have any questions or need more information, please do not hesitate to contact me.

mail support@icegear.net

I usually check and reply to e-mails on weekday evenings, Japan time. If you have not received a response from me after a few business days, I suggest you check your junk mail folder. In some cases, I may not be able to send you a reply due to an error on my mail server. If you do not receive my reply after waiting for a while, please contact me again from another e-mail address. Some email providers may not be able to deliver my email to you.

As a one-person company, I may not be able to provide support for an extended period of time due to illness or other reasons. If this is the case, I will keep you informed of the situation via X(Twitter) @iceGearMusic

I only provide customer support via e-mail. I do not provide support by phone, social media or any other means. It is difficult to offer support through App Store reviews, so please email me if you need my assistance.

Your suggestions and bug reports are highly appreciated and have been of great help to me. However, as a solo developer, I am unable to provide compensation for any contributions you may make. While I will do my best to take your feedback into consideration and make improvements where possible, please note that I am not able to offer monetary rewards for your ideas or bug reports. Also, please do not share with me any ideas or information that might raise intellectual property issues.

Support

If the App is not working properly, please try the following first.

• Restart the device.
  • Mac : https://support.apple.com/guide/mac-help/mchlp2522/mac
  • iPad : https://support.apple.com/HT210631
  • iPhone : https://support.apple.com/HT201559
• Reinstall the App.
  If necessary, back up any user-created presets before deleting the App.
  • Uninstall (Delete the App from your device.)
    • Mac : https://support.apple.com/HT202235
    • iPad, iPhone : https://support.apple.com/HT207618
  • Redownload from App Store
    • https://support.apple.com/HT211841

If the problem persists, please email me with the following information.

• Product name: (e.g. Nambu)
• Product Version
• Device name: (e.g. iPad Air (5th generation))
• OS Version
• Standalone/plugin/both
  The name and version of the host App. Audio settings of the host App, such as its sampling frequency, buffer size, etc.
• Please detail the steps to reproduce the problem. If the procedure for reproducing a problem is complex, please use bullet points and add images or video if necessary.

Requests

I appreciate it if you send me your requests about my products by e-mail. However, please note the following when submitting your request.

• I will take all requests seriously and record them for future reference.
• There is no guarantee that any requests will be implemented in the future. I cannot promise anything about future updates. If you are not satisfied with the current product specification, please consider requesting a refund from Apple.
• I do not usually tell you how likely it is that the request will be fulfilled, or what my thoughts are on the request.
• Please note that I will not pay any monetary rewards for the requested ideas. Also, please do not share with me any ideas or information that might raise intellectual property issues.