Frequently asked questions – FAQ

Unfortunately, transferring purchases made in Google Play and App Store platforms to other platform ( Android, iOS, Windows, MacOS…) is not currently supported. This limitation arises from the way mobile operating systems and their associated app stores manage digital transactions and content access.

When a user makes a purchase—such as unlocking premium features or subscribing to services—on an Android device via the Google Play Store or on an iOS device through the Apple App Store, that purchase becomes permanently linked to the specific account used within that ecosystem (i.e., a Google account or an Apple ID) and it is fully managed by Google and Apple. These platforms do not share purchase data or entitlements with each other, as each operates independently with its own set of policies and infrastructures for digital rights management.

As a result, any content or features you unlock through a purchase will only be available on devices that are connected to the same app store account used at the time of purchase. For example, if you purchase content on an Android device, you can access it on other Android devices linked to your Google account—but not on iOS devices. The same restriction applies in the reverse scenario.

It is also important to note that all aspects of the transaction—including payment processing, purchase verification, and refund requests—are handled exclusively by the platform through which the purchase was made (either Google Play or the Apple App Store). Our team does not have access to user purchase data across platforms and therefore cannot manually transfer purchases from one to the other.

We understand that this may be an inconvenience for users who switch devices or platforms, and we are committed to maintaining transparency regarding platform limitations. Should the policies of app store providers change in the future to allow cross-platform transfers, we will explore the possibility of supporting such functionality.

Yes, License Keys are cross-platform ready. You can use your License Key on any platform (Android, iOS, WebBrowser).

No. Mobile purchases do not provide license keys. The access to your purchase is managed by your device’s store and your purchase is only available on the same platform and store.

• Google Play purchase: Offers access on Android devices with Google Play installed
• App Store purchase: Offers access on iOS devices with App Store installed. MacOS devices can also work but this is not guaranteed.
• Fastspring / Web purchase: Offers a License Key, with access to all platforms

If you are experiencing issues where the application intermittently turns black, closes unexpectedly, or operates with noticeable slowness, this behavior is most likely related to insufficient system resources on your device.

One of the primary factors influencing performance is the amount of available RAM (Random Access Memory). Our application requires a minimum of 4 GB of RAM to operate reliably. Devices with less memory may struggle to manage the computational and graphical demands of the app, especially when multiple processes are running concurrently in the background. This can result in reduced responsiveness, unexpected shutdowns, or black screens.

To help mitigate these issues on lower-end devices or to enhance performance in general, users have the option to adjust the application’s graphic settings. You can lower the visual quality of the interface, which reduces the resource load and may significantly improve stability and responsiveness.

To do this, please follow these steps:

• Open the app.
• Navigate to Menu > Settings > Quality.
• Select a lower graphical quality setting.

This adjustment can provide a smoother experience, particularly on devices that do not meet the recommended hardware specifications.

We are continuously working to optimize our software to ensure it runs efficiently across a wide range of devices. However, for optimal performance and reliability we recommend using devices that meet or exceed the minimum system requirements.

At this time, the use of screenshots, screen recordings, videos, or any other derivative content from AnatomyLearning in external publications, teaching materials, presentations, websites, or personal projects is not permitted.

All content within the AnatomyLearning application—including 3D models, animations, illustrations, interface elements, and any visual or interactive representations—is protected under copyright law. These materials are the intellectual property of AnatomyLearning and are distributed with all rights reserved.

As such, any reproduction, redistribution, or modification of this content without prior written authorization from our team constitutes a violation of our copyright policy and may result in legal consequences. This includes, but is not limited to:

• Screenshots used in printed or digital publications.
• Videos or screen recordings shared in educational courses or on video platforms.
• Integration of app visuals into third-party software, websites, or presentations.

We understand the value of using high-quality anatomical content in education and research, and we are actively exploring future licensing solutions for institutions, educators, and professionals who may wish to use AnatomyLearning resources in authorized contexts.

If you represent an educational institution, medical organization, or publishing company and would like to request a usage license or discuss potential partnerships, please contact us directly through our official support channels.

We appreciate your understanding and commitment to respecting intellectual property rights.

There are many browsers, and many versions. Only the latest versions of the best browsers (Chrome, Edge, Safari, Firefox …) support WebBrowser without problems.

• Update your browser to the latest version.
• Delete all browser history and cache files.

In order to use your license key, follow these steps:

Open Anatomy Learning → Left Menu → Academic Access → Access

Complete guide at: https://anatomylearning.com/accodeguide/

If you purchased through FastSpring, they as third-party purchase provider will process your payment and send you your license key.

First of all, ensure your order is paid and fully processed. Pending payment orders won’t recived the license key until completed.

Once the order is processed, which is usually immediate, FastSpring will send your license key and instructions to the email address registered in the order. Any issues, such as an incorrect email address or a payment processing failure, will prevent you from receiving this email.

Bear that mail can take few hours to arrive, but normally is immediate. Also, check your SPAM BOX.

Please contact their support team to check your order status and the reason you haven’t received the email with your license key:

FastSpring Consumer Support

Unfortunately, transferring purchases made in Google Play and App Store platforms is not currently supported. This limitation arises from the way mobile operating systems and their associated app stores manage digital transactions and content access.

When a user makes a purchase—such as unlocking premium features or subscribing to services—on an Android device via the Google Play Store or on an iOS device through the Apple App Store, that purchase becomes permanently linked to the specific account used within that ecosystem (i.e., a Google account or an Apple ID) and it is fully managed by Google and Apple. These platforms do not share purchase data or entitlements with each other, as each operates independently with its own set of policies and infrastructures for digital rights management.

As a result, any content or features you unlock through a purchase will only be available on devices that are connected to the same app store account used at the time of purchase. For example, if you purchase content on an Android device, you can access it on other Android devices linked to your Google account—but not on iOS devices. The same restriction applies in the reverse scenario.

It is also important to note that all aspects of the transaction—including payment processing, purchase verification, and refund requests—are handled exclusively by the platform through which the purchase was made (either Google Play or the Apple App Store). Our team does not have access to user purchase data across platforms and therefore cannot manually transfer purchases from one to the other.

We understand that this may be an inconvenience for users who switch devices or platforms, and we are committed to maintaining transparency regarding platform limitations. Should the policies of app store providers change in the future to allow cross-platform transfers, we will explore the possibility of supporting such functionality.

Alternatively, License Key Access Codes, purchases directly on our website, can be used on all platforms.

The latest updates of Anatomy Learning on Google Play and the Apple App Store include a built-in tool to help detect store-related issues with your device, account, or purchase and can guide you to fix any issue in order to recover your purchase:

• Uninstall the Anatomy Learning app
• Reinstall the latest version from Google Play or the Apple App Store.
• Open the Anatomy Learning app → Tap the left menu → Go to Settings → Report a problem: Order Issues.
• Follow any troubleshooting steps if you see any red messages.

When a user completes a purchase to unlock specific content, they are granted permission to access that content within the specific version of the application installed on the device where the purchase was made. This content is unlocked automatically on that device upon successful payment.

This purchase is a one-time transaction. No recurring fees or subscription charges will be applied following the initial payment.

Once content has been unlocked, 3DMedical OÜ will not revoke access or re-lock the purchased features, except in cases where the user initiates a significant change to their environment. Such changes may include, but are not limited to, uninstalling the application, performing a factory reset, requesting a refund, or modifying the device in a way that compromises the purchase record.

It is important to note that while the unlocked content remains accessible on the original device and version, 3DMedical OÜ does not guarantee compatibility with future versions of the application or with newer devices. As a result, users should be aware that updates to hardware or software may affect the functionality or accessibility of the unlocked content.

If automatic updates are enabled for the Anatomy Learning application, it is the user’s responsibility to ensure that their device meets the necessary hardware and software requirements to maintain proper functionality of the app.

To be able to unlock locked contents, the device’s store must send a signal, about having purchased the locked content, to Anatomy Learning. This process is automatic, based on a proper configuration of your store and your account.

3DMedical OÜ cannot be held liable for loss of access or degraded usability caused by substantial changes to the user’s device environment. These changes may include, but are not limited to, migration to a new device, device restoration, acceptance of automatic updates, or upgrades to the operating system or hardware that may interfere with the automatic unlocking mechanism, or even loss of your purchase record on your account, stored by Google. For further guidance on using purchased content across multiple devices, please refer to our documentation on unlocking content on a second device.

Your purchase is securely stored and managed by Google Play, and is directly associated with your Google account. 3DMedical OÜ does not collect, store, or manage any purchase data; all transactions are handled entirely by Google’s billing infrastructure.

Each time you launch the Anatomy Learning application, it automatically queries Google Play to retrieve the list of completed transactions associated with your Google account. Based on this verified purchase history, the application unlocks the corresponding content. If certain content remains locked on a second, new, or restored device, this typically indicates a configuration issue related to your Google account or the Google Play Services app, rather than a fault within Anatomy Learning itself. Unfortunately, this is not something we can correct, as we do not have access to or control over your order history.

You may share your purchase across multiple Android devices, provided all devices are using the same Google account through which the original purchase was made.

Please note that 3DMedical OÜ does not store any type of order data or user information on its own servers. As a result, we are unable to recover, validate, or restore purchases on your behalf.

Our refund policy is governed by the Google Play Refund Policy. All refund requests must comply with the terms and conditions established by Google Play for in-app purchases.

In general, eligibility for a refund is determined by Google and depends on specific criteria defined in their policy. If your request meets those requirements, an automatic refund may be processed directly through the Google Play platform without the involvement of 3DMedical OÜ.

Refunds will not be granted in cases where usability is affected by automatic updates that alter the functionality or performance requirements of the Anatomy Learning application. Some updates may introduce new features or improvements that require more advanced hardware capabilities. If users wish to avoid such updates, it is their sole responsibility to disable automatic updates on their devices.

As all payments and refunds are managed exclusively through Google Play, 3DMedical OÜ is not able to issue refunds directly under any circumstances.

In the majority of cases, it is possible to share or restore purchases on new, secondary, or restored devices, as well as after uninstalling the app. This is common to all non-consumable purchases across all apps in Google Play and Apple Store.

However, this is not always possible — for example, if you’ve changed your operating system or platform (Android, iOS, Web Browser…), you are using a different device’s store from the one used to purchase contents (e.g., Google Play vs. Apple App Store), multiple or wrong store logged account, or simply, if many years have passed after your purchase and your purchase is no longer provided within the list of purchases of your store ID.

3DMedical OÜ does not store any information nor records related to your purchase, this is because we never get this information, which is private between you and your store billing service provider (Google or Apple). The invoice is issued by the store service provider, not by us.

The unlocking process is fully automated and offline. It is based on your store settings and the purchases history of the account ID currently logged in your store app. Your purchase is securely stored in your Google Play account on Android platform, and Apple App Store account on iOS platforms, and verified through communication between the app and the device’s store.

We do not unlock content manually; the app automatically checks previous purchases with your device’s store. If the store confirms your previous purchase, the locked contents will be unlocked.

In case of having a valid, invoiced and not refunded purchase and the locked contents are not automatically unlocked, it means the store is not sending the purchase confirmation to the app. This is typically due to an issue with the store account, device, or store configuration, not with the Anatomy Learning app.

A copy of your purchase receipt is temporarily stored in your Google Play and Apple App Store purchase histories, allowing you to re-unlock locked content if you lost access. Keep in mind that the store record of your purchase is not permanent, and specifically, 3DMedical OÜ does not keep any secondary record. Google or Apple may delete it after a few years. In such a case, the app will remain unlocked as long as the app’s internal data is intact.

However, certain actions—such as uninstalling the app, claiming a refund, clearing app data, changing devices, or performing system updates that affect app files—can result in the loss of access.

The locked content is delivered immediately at the time of purchase when the store indicates to the app that an item has been purchased. The same happens for the restoration process. Therefore, there is neither a need nor a possibility for manual unlocking, as your access relies entirely on your purchase history linked to your store ID.

The purchase transaction is considered fully delivered and completed at the moment of purchase and first unlocking, and 3DMedical OÜ is waived of any future responsibility, specifically in case of loss of access to locked content for the reasons explained below.

All known cases which prevented users from restoration of contents are related to:

• Logged in with the wrong account, or multiple accounts are signed in on the device’s store
• Using a different store or platform than the one originally used to purchase the content
• Confusing this app with a different anatomy app
• Purchase was refunded (invoiced but later refunded) or not completed (no invoice issued)
• Not following the troubleshooting steps provided by the built-in app menu “Report a problem” one by one

The latest updates of Anatomy Learning on Google Play and the Apple App Store include a built-in tool to help detect store-related issues with your device, account, or purchase and can guide you to fix any issue in order to recover your purchase:

1. Uninstall the Anatomy Learning app
2. Reinstall the latest version from Google Play or the Apple App Store
3. Open the Anatomy Learning app → Tap the left menu → Go to Settings → Report a problem: Order Issues
4. Follow any troubleshooting steps if you see any red messages

When a purchase is successfully completed through Google Play, Google automatically generates and sends a purchase confirmation email to the email address associated with your Google account.

This email includes a unique transaction identifier known as the GPA invoice number (e.g., GPA.1234-5678-9012-34567). This number serves as the official reference for your order and is required when requesting support or submitting a refund claim via Google Play.

Please note: 3DMedical OÜ does not have access to your purchase information, including your GPA number, as all transactions are managed directly by Google. If you cannot locate the email, we recommend checking your spam or promotions folder, or accessing your purchase history through the Google Play website or app.

Important: This topic does not apply to previous purchases that were successfully activated and are now being accessed on a second, new, or restored device. For assistance in such cases, please refer to the topic: “Can I Use the Unlocked Content on a Second, New, or Restored Device?”

When you complete a purchase through Google Play, the entire payment process is securely managed by Google. Once the transaction is successfully finalized, Google issues a confirmation email containing your GPA order number (e.g., GPA.1234-5678-9012-34567), which serves as proof of payment. A copy of this transaction is also forwarded to the app to validate and unlock the corresponding content.

In some cases, a payment may appear to be processed, but if Google Play ultimately rejects the transaction (e.g., due to verification failures, insufficient funds, or banking issues), no GPA number is generated. Even though the amount may temporarily appear as withdrawn from your account, it is not a completed transaction. Google will automatically refund the amount within a few days, depending on your bank’s policies and regional processing times. If this occurs, you will need to contact your bank directly to understand the reason for the rejected payment.

The Anatomy Learning application does not store or manage any payment data directly. All information regarding your purchases is stored in your Google Play purchase history and retrieved by the app each time it is launched. If the content remains locked even after a successful purchase and you have received a valid GPA number, this usually indicates an issue with the Google Play Store or with your device’s configuration.

If you have a valid GPA order number and the app still does not unlock content, it likely means there is a problem with your Google Play purchase history, the Google Play app itself, or the configuration of your Android system. To attempt a manual reset and force Google Play to refresh your purchase history, follow these steps:

• Ensure your device is logged in with the same Google Play / Gmail account that was used to make the purchase. If you have multiple Google accounts on the device, log out of all accounts and sign in only with the purchasing account.
• Uninstall the Anatomy Learning application.
• Go to your device’s settings and clear the cache and data of the Google Play Store (Settings > Apps > Google Play Store > Storage > Clear Cache and Data).
• Restart your device.
• Reinstall the Anatomy Learning application from the Google Play Store.

If the content still remains locked after completing these steps, the issue lies outside the application and cannot be resolved by 3DMedical OÜ. In such cases, we recommend contacting your device support service or Google Play customer support for further troubleshooting. As all transactions are managed by Google, we do not have access to your order details or the ability to intervene in payment-related matters.

The latest updates of Anatomy Learning on Google Play and the Apple App Store include a built-in tool to help detect store-related issues with your device, account, or purchase and can guide you to fix any issue in order to recover your purchase:

• Uninstall the Anatomy Learning app
• Reinstall the latest version from Google Play or the Apple App Store.
• Open the Anatomy Learning app → Tap the left menu → Go to Settings → Report a problem: Order Issues.
• Follow any troubleshooting steps if you see any red messages.

When a user completes a purchase to unlock specific content, they are granted permission to access that content within the specific version of the application installed on the device where the purchase was made. This content is unlocked automatically on that device upon successful payment.

This purchase is a one-time transaction. No recurring fees or subscription charges will be applied following the initial payment.

Once content has been unlocked, 3DMedical OÜ will not revoke access or re-lock the purchased features, except in cases where the user initiates a significant change to their environment. Such changes may include, but are not limited to, uninstalling the application, performing a factory reset, requesting a refund, or modifying the device in a way that compromises the purchase record.

It is important to note that while the unlocked content remains accessible on the original device and version, 3DMedical OÜ does not guarantee compatibility with future versions of the application or with newer devices. As a result, users should be aware that updates to hardware or software may affect the functionality or accessibility of the unlocked content.

If automatic updates are enabled for the Anatomy Learning application, it is the user’s responsibility to ensure that their device meets the necessary hardware and software requirements to maintain proper functionality of the app.

To be able to unlock locked contents, the device’s store must send a signal, about having purchased the locked content, to Anatomy Learning. This process is automatic, based on a proper configuration of your store and your account.

3DMedical OÜ cannot be held liable for loss of access or degraded usability caused by substantial changes to the user’s device environment. These changes may include, but are not limited to, migration to a new device, device restoration, acceptance of automatic updates, or upgrades to the operating system or hardware that may interfere with the automatic unlocking mechanism, or even loss of your purchase record on your account, stored by Apple. For further guidance on using purchased content across multiple devices, please refer to our documentation on unlocking content on a second device.

Your purchase is securely stored and managed by Apple through the App Store and is directly linked to your Apple ID account. 3DMedical OÜ does not collect, store, or manage any purchase data; all transactions and purchase histories are handled exclusively by Apple.

Each time you launch the Anatomy Learning application, it communicates with the Apple App Store to retrieve a list of your previous purchases. Based on this verified purchase history, the application unlocks the corresponding content automatically. If content remains locked on a new, second, or restored device, this is typically due to a misconfiguration in your Apple ID account or the Apple App Store app on your device, rather than an issue with Anatomy Learning. Unfortunately, this is outside our scope of control and cannot be resolved by our support team.

Your purchase can be shared across all iOS devices that are signed in with the same Apple ID used to make the original purchase.

Please note that 3DMedical OÜ does not record or store any order information. Consequently, we are unable to recover, restore, or fix purchase orders on your behalf.

All purchase-related issues, including refund requests, are managed exclusively by Apple through the App Store. Users seeking a refund must contact Apple Support directly and follow Apple’s established procedures for refund applications.

Please note that refunds are not granted in cases where changes in usability result from automatic updates to Anatomy Learning that modify its features or increase hardware requirements. If users prefer to avoid such updates, it is their sole responsibility to disable automatic updates on their devices.

Since Apple controls the purchase and refund process, 3DMedical OÜ does not have access to purchase records or the ability to process refunds on behalf of users.

In the majority of cases, it is possible to share or restore purchases on new, secondary, or restored devices, as well as after uninstalling the app. This is common to all non-consumable purchases across all apps in Google Play and Apple Store.

However, this is not always possible — for example, if you’ve changed your operating system or platform (Android, iOS, Web Browser…), you are using a different device’s store from the one used to purchase contents (e.g., Google Play vs. Apple App Store), multiple or wrong store logged account, or simply, if many years have passed after your purchase and your purchase is no longer provided within the list of purchases of your store ID.

3DMedical OÜ does not store any information nor records related to your purchase, this is because we never get this information, which is private between you and your store billing service provider (Google or Apple). The invoice is issued by the store service provider, not by us.

The unlocking process is fully automated and offline. It is based on your store settings and the purchases history of the account ID currently logged in your store app. Your purchase is securely stored in your Google Play account on Android platform, and Apple App Store account on iOS platforms, and verified through communication between the app and the device’s store.

We do not unlock content manually; the app automatically checks previous purchases with your device’s store. If the store confirms your previous purchase, the locked contents will be unlocked.

In case of having a valid, invoiced and not refunded purchase and the locked contents are not automatically unlocked, it means the store is not sending the purchase confirmation to the app. This is typically due to an issue with the store account, device, or store configuration, not with the Anatomy Learning app.

A copy of your purchase receipt is temporarily stored in your Google Play and Apple App Store purchase histories, allowing you to re-unlock locked content if you lost access. Keep in mind that the store record of your purchase is not permanent, and specifically, 3DMedical OÜ does not keep any secondary record. Google or Apple may delete it after a few years. In such a case, the app will remain unlocked as long as the app’s internal data is intact.

However, certain actions—such as uninstalling the app, claiming a refund, clearing app data, changing devices, or performing system updates that affect app files—can result in the loss of access.

The locked content is delivered immediately at the time of purchase when the store indicates to the app that an item has been purchased. The same happens for the restoration process. Therefore, there is neither a need nor a possibility for manual unlocking, as your access relies entirely on your purchase history linked to your store ID.

The purchase transaction is considered fully delivered and completed at the moment of purchase and first unlocking, and 3DMedical OÜ is waived of any future responsibility, specifically in case of loss of access to locked content for the reasons explained below.

All known cases which prevented users from restoration of contents are related to:

• Logged in with the wrong account, or multiple accounts are signed in on the device’s store
• Using a different store or platform than the one originally used to purchase the content
• Confusing this app with a different anatomy app
• Purchase was refunded (invoiced but later refunded) or not completed (no invoice issued)
• Not following the troubleshooting steps provided by the built-in app menu “Report a problem” one by one

The latest updates of Anatomy Learning on Google Play and the Apple App Store include a built-in tool to help detect store-related issues with your device, account, or purchase and can guide you to fix any issue in order to recover your purchase:

1. Uninstall the Anatomy Learning app
2. Reinstall the latest version from Google Play or the Apple App Store
3. Open the Anatomy Learning app → Tap the left menu → Go to Settings → Report a problem: Order Issues
4. Follow any troubleshooting steps if you see any red messages