Here are the common scenarios that users might experience when they cannot obtain PRO.
Ensure you are signed into the same account you subscribed to PRO
If you are not signed into your device with the same account you subscribed to PRO with, you will not be able to access it. Doing so will return functionality.
Follow the guide here: How to log into your Windows device using a 'personal' email
To confirm which account you subscribed with:
- Go to https://account.microsoft.com/billing/orders/
- Ensure you see your PRO license in there, it should be a recurring billing order and not a one-off purchase.
- PRO isn't available to company domain accounts unless an enterprise licensing account has been setup. Learn why this limitation exists here
Ensure you have matching region settings
This article will help: Drawboard PDF PRO: Resolving Microsoft Store's currency/location/region settings
Ensure payment was successful
Do check if payment actually went through successfully. In some cases, payment would have gone through on the app but actually got declined later on.
Checking out https://account.microsoft.com/billing/orders/ will help you confirm if it's been paid for.
Ensure you have a recurring subscription instead of a one-off payment
PRO has always been a recurring subscription from the beginning.
If you paid for our base app before May 2020 and had certain device configurations, you could have obtained PRO for free due to a bug.
This bug was rectified from September 2020 and if you have lost access to PRO, we're glad you enjoyed it deeply thank you for the past support. We hope to have your continued support in the future.
Advanced steps
If you've confirmed that you have a 'personal' Microsoft Store account logged into your device and you are sure you're in the right Microsoft account, the following might help if PRO features are still not showing up:
Signing out and back into your device
Select the Start button, then on the left side of the Start menu, choose the Accounts icon (or picture), and then select Sign out.
Reset the Microsoft Store Cache
Simple guide here: Drawboard PDF: How to reset the Microsoft Store app's cache
Re-register All Store apps
- Right click on Windows Start
- Right click on Windows Powershell (Admin)
- Copy the following from below and right click in Powershell to paste the following:
Get-AppXPackage -AllUsers | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "$($_.InstallLocation)\AppXManifest.xml"} - Press Enter
- Restart your computer
Note: Restarting after every step ensures changes are applied.