Hello,
I purchased the 20/20 Plus plan in order to be able to do the premium video stories. I had used it before to make memorial videos with RealPlayer 18 and I am currently trying to make one for my mother. I have logged in with my regular login, as well as running the app as an administrator and re-verifying my email once I logged back in, but whenever I go to the album and try to use the premium features, it says that I still must purchase them. I have included screencaps. I would appreciate a response as quickly as possible as I need to provide something to my family.
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Can you please make sure you are signed into RealPlayer PC app with your email address and password. From the screenshot, you appear to be using the RealCloud webpage. Here are instructions to sign in:
https://customer.real.com/hc/en-us/articles/204040653-Signing-in-to-RealPlayer
Hello,
Yes, I am logged into the PC app. It is the same login for both the web page as it is for the app. I tried deleting the cookies for the app and still have the same problem. When I try making the story, it restricts the duration to 30 seconds, only certain transitions, and doesn't allow me to choose my audio files.
On your RealPlayer PC App, do you see a star (*) before your name on the top right corner?
Can you please reinstall RealPlayer and see if that fixes it?
Hello,
I have tried a couple of times uninstalling, rebooting, and reinstalling RealPlayer and the issues persist. I have the gray star next to my name when I log in, and I can access other features like private mode, and CD/DVD burning. But when I go into the albums to create the story, all the features still have the gold star next to them. And again, only limits to the 30-second duration and can't remove the watermark. I have also noticed that in the activity center there has been perpetually one notification and a spinning circle to show a transfer, but when I go in there, I show no transfers. I also hit cancel all transfers when I am in that tab, but it does not seem to do anything.
We have sent you an email. We'll take it from there.
