Problem
When you log in to Goodnotes 6, you might run into this error:
This is likely because you have already created a Goodnotes account tied to your App Store account, but are currently logged in to another Goodnotes account.
Your App Store account (aka "Media & Purchases" account, what you use to make App Store purchases) can be tied to only one Goodnotes subscription (including the free trial) / one-time payment.
Here is an example scenario of when this issue occurs:
- You choose "Sign in with Apple" and sign in successfully with your Apple account.
- After this, your App Store receipt (retrieved from the current App Store account that's currently logged in to the App Store app on the device) will be uploaded to our backend so that you can be recognized as a subscriber or non-subscriber (with or without a previous purchase of GoodNotes 5).
- You start the free trial, or buy the yearly plan or the one-time payment.
- You sign out of Goodnotes (or downgrade to GoodNotes 5, if you also own GoodNotes 5).
- You'll also be signed out of Goodnotes on the current device if you've downgraded to GoodNotes 5 on another device.
- You unknowingly choose "Sign in with Google" (instead of "Sign in with Apple" as before) and sign in successfully with a Google account that happens to be the same email address as the Apple account you used in step 1. In this case, the app sees this Goodnotes account as different from the one tied to your App Store receipt and shows this error while switching you to the free plan of Goodnotes 6.
Doing any of these will not work to resolve this issue:
- Tapping Restore Purchase on the same screen (as it's expected that the app won't find your Goodnotes 6 purchase from the App Store receipt).
- Reinstalling the app.
- Getting a refund for the purchase.
- Switching to another plan from device Settings > Apple ID > Subscriptions > See All Plans.
To resolve this, you have a few options:
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Sign in to the very first Goodnotes account that you created. For example, if you chose "Sign in with Google" and signed in to the app to create that Goodnotes account, use that same Google account to sign in to Goodnotes (assuming you're still using the same App Store account on your device).
- If the app can detect your first Goodnotes account, it will invite you to use the associated login provider by way of the "Sign in with <provider>" button. This button sits just below a masked email address as a hint. Just tap the button and use an email address that matches the shown email address:
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Alternatively, tap "Email Me" at the bottom of the login page or the page where you see this error, and your login details will be sent to the email address tied to the Goodnotes account. Check your mailbox and use those login details to log in to Goodnotes.
- Or you can look for the oldest Welcome email that you should have received via the email address with which you created a new Goodnotes account. In that email, you'll see the login provider and the actual account that you can use to log in to Goodnotes:
- If the app can detect your first Goodnotes account, it will invite you to use the associated login provider by way of the "Sign in with <provider>" button. This button sits just below a masked email address as a hint. Just tap the button and use an email address that matches the shown email address:
If the issue persists, please send us the following details for our investigation:
- The Diagnostic Data. Please open Goodnotes ⚙️ menu in the library view > About > Export Diagnostic Data.
- The Order ID of any in-app purchase made from within the app, e.g. MXD12WMX34. The purchase could be for unlocking the full app (GoodNotes 5 or Goodnotes 6), or any digital item (free or paid) like elements, paper templates, covers. If you can't find any such receipts in your email inbox, check your Purchase History.
If you only use "Sign in with Apple"
You might have created your very first Goodnotes account with a "Hide My Email" address, e.g. xxx@privaterelay.appleid.com, but then signed back in to the app with your actual email address. Since the actual email address created another Goodnotes account that's different from the first Goodnotes account, this error pops up.
You will need to delete that Goodnotes account tied to that "Hide My Email" address and log back in with your real email address. See How do I replace my Hide My Email address shown on Account Info?
If you've lost access to the Apple/Google/Microsoft account tied to the subscribing Goodnotes account
If you used a Apple/Google/Microsoft account to create your Goodnotes account and bought Goodnotes 6 subscription or one-time payment via Apple App Store, but then lost access to that Apple/Google/Microsoft account, and thus the Goodnotes account, the app won't be able to recognize your subscription.
Please contact us with details about your situation, the Apple App Store receipt of your subscription (showing the Order ID), as well as the Diagnostic Data, and we'll try to locate and delete the Goodnotes account tied to the inaccessible Apple/Google/Microsoft account so that you can create a new Goodnotes account with your premium purchase migrated over.