Subscriptions, accounts and refunds
Q. Can I access my charts/purchases on multiple devices?
A. Yes, you can access it on other devices when you login using your Imray Apps account. To access your existing purchases:
Q. Resetting my password on the app login doesn’t work.
A. You may be trying to use your www.imray.com login on the app. Currently, the Imray website and app accounts are separate. For now, you will need to set up a separate Imray apps account. You can do this in the app by going to Login and either Log in with Google or Create a new account.
A. We have a known issue with hotmail users not receiving password reset emails. Please contact us on email@example.com so that we can help you get your password reset.
Q. I purchased a chart before creating an Imray Account, how can I share it to my other device?
A. Create an account on your device (Login > Create account/Login with Google). This will allow our servers to see that you have made a purchase; this may take up to 30 minutes. Then, close and reopen your Imray Navigator app. Login using your newly-created account. You can now also login on a new device and use your existing purchases:
Apple Charts > Chart Store, tap Restore Purchases
Android Menu > My Subscriptions, drag the screen down to refresh your subscriptions or tap Restore Purchases
Q. How do I cancel my auto-renewing subscription?
A. Payments and subscriptions are taken and dealt with by the app stores, not by Imray. Please follow these instructions to manage or cancel any existing subscriptions that you no longer wish to renew.
Apple devices: click on this link
On your Android device, open the Google Play Store and check that you are signed in to the correct Google account.Tap Menu>Subscriptions. Select the subscription you want to cancel and tap cancel subscription. Follow the instructions.
Q. I accidentally purchased the wrong charts. Can you give me a refund?
A. Payments are taken and dealt with by the app stores, not by Imray. You need to contact the App Stores direct to ask for a refund. You need to do this within 48 hours of making a purchase for the best chance of a refund.
Q. I bought a paper chart/book with a scratchcard for a free mobile download. What devices can I use this on?
A. The voucher code in the scratchcard can be redeemed on Apple phones and tablets or Android phones and tablets. Subscriptions can be shared between devices regardless of platform.
Q. I can't redeem my voucher code in the app, I receive an error.
A. Please contact us on firstname.lastname@example.org attaching an image of your scratchcard so that we can look it up in our system and help you redeem the code.
Q. Why can’t I zoom in/can’t see the details/harbour plans? I have paid for and downloaded my charts.
A. You may have another chart set downloaded (including the free sample charts), and this is obscuring your chart set.
Apple devices Tap Charts > Display and make sure the chart set is switched on and at the top of the list. This indicates the stacking order of the chart sets.
Android Tap the chart layer icon on the bottom left of the screen until a message appears that tells you your chart set is displaying at the front.