OnSong 2019.12 had made changes to how features like OnSong Console, Drawing, Scenes, and MIDI are accessed. The following will provide some steps for scenarios you may have experienced. It is our goal at OnSong to ensure that you maintain access to every feature you've had before you updated. Please read these scenarios carefully so we can provide the best resolution.
I can't sign into my account
If you're having trouble signing into an OnSong Account, it's likely that you don't have one. When you purchase OnSong or add-ons, the purchase is made directly to Apple using your Apple ID. If you're asked to sign in to an account when accessing a feature, it's because the feature is now available in OnSong Premium. But don't worry. You don't need to sign up for OnSong Premium to access those features if you had them previously. Don't worry about getting into that account and continue to the scenario below.
I've previously purchased an add-on but I can't access it anymore
When you change devices or reinstall iOS/iPadOS or the app, OnSong is no longer aware of those purchases. OnSong must request access to your purchases from the App Store, requiring you to sign in to your AppleID. To restore past purchases as done in previous versions of OnSong, open the Utilities Menu by tapping on the gear icon in the Menubar and then choose Account. Make sure that you are signed out of your OnSong account (if you have one) and then locate Add-ons just above the Upgrade to OnSong Premium button. Tap on this row to view the Add-ons Screen and then tap on the Restore Past Purchases button at the bottom of the screen to sign in to your AppleID and activate your add-ons.
That didn't work. I bought OnSong Pro and had access to these features already
In mid-2019, OnSong began changing how the app checked and prompted for paid add-ons such as OnSong Console, Drawing, Scenes, and MIDI It turns out that we inadvertently provided users with access to paid features - free of charge. When OnSong 2019.12 was released with OnSong Premium, the new system corrected this fortuitous flaw which is why you are prompted to sign in to access those features. We made a promise that you wouldn't lose access to these features, so we've made a way to make good on our promise.
I'm really disappointed with OnSong
We totally understand and we are upset and disappointed too. Just know that we want to work with you to address any issues and make things right. If there's one thing that OnSong values above anything else, it's a happy user who tells others about OnSong. Our goal is to invest our time, energy, and resources into continuing to improve the lives of musicians around the world.
But these steps didn't help...
There are always things we can't anticipate. If we were able to help you with this article, please respond to the email and let us know. If you've tried these steps to no avail, let us know where you're stuck. We want to make sure you're all set and back up and running.