iceGear Instruments

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

Support

Known issues with the Mac App Store that may occur when installing an app purchased on an iOS device to a Mac.

For apps that are compatible with both iOS and macOS, if you have already purchased the app on your iOS device, you should be able to download it for free as long as you use the same Apple ID on macOS as on your iOS device.

Unfortunately, the Mac App Store is known to have a display bug regarding apps already purchased on an iOS device. In this case, you should still be able to continue the purchase process and eventually download the app for free.

This issue can occur with any app for both iOS and macOS. The same problem can occur in any developer's app. This is an App Store issue and as a developer I am not competent to resolve issues that occur within the App Store.

Mentions of this Mac App Store bug by other developers

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

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

These indicate that this Mac App Store bug is a display issue and not an actual billing issue. Please note, however, that there is no official Apple announcement on this issue.

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

https://support.apple.com/apps

Get a Refund for Products Purchased on the App Store

If you are not satisfied with your Appstore purchase, 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)

App Store Support

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

▶ https://support.apple.com/apps

Contact Me

support@icegear.net

Should you have any questions or need more information, please do not hesitate to contact me. I do my best to 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. Also, depending on your e-mail provider, my e-mail may be deleted. If you do not receive a reply from me, please resend from a different e-mail address.

I only provide customer support via e-mail. I do not provide support by phone, social media or any other means.

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 you need my assistance in resolving your issue, please e-mail me with the following information. It is difficult to provide support through App Store reviews.

• 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.

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.