Frequently Asked Questions

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Features

Do I need an internet connection to run your apps?

All of our apps are fully functional without the need for an internet connection, except for Complete Anatomy. Some features in this app require an active connection.

Are your apps available in languages other than English?

We have only two apps available in several languages – Heart Pro III (English, French, German, Italian, Japanese, Korean, Simplified Chinese and Spanish) and Skeleton System Pro III ( English, German and French).

Pricing

If I buy the mobile/iPad version can I download for free on my Mac or Windows PC?

Separate purchases are necessary for all platforms, with the exception of Complete Anatomy 2019, where the Student Plus, Educator and Professional licenses all include cross-platform access within the app.

Can I get a refund for your app?

If you are running into an issue with one of our apps, please contact our customer support team directly.

I purchased the wrong version, what can I do?

If you purchased the wrong version of an app, please contact the the app store which you purchased the app from. This will either be the App Store (Apple platforms) or Google Play (Android platforms).

Do you give discounts for purchasing more than one app/or offer bundles?

Unfortunately, we do not have the ability to offer discounts. All customer financial transactions flow through the Mac and iTunes App Stores and Apple simply do not provide us with a vehicle to do so. However, we have several iPad and iPhone bundle deals available. Simply search for 3D4Medical on the App Store

Store

What products can I purchase from the 3D4Medical Store?

In addition to some of our latest releases including Complete Heart and our courses, we now sell our licensing for Complete Anatomy through the 3D4Medical store.

What payment methods do you accept?

We currently accept payment by many major card types: Visa, Mastercard, American Express, Discover, Diners Club, and JCB. We are working on implementing payment using Apple Pay, Google Pay, PayPal, and Alipay. We hope to have more information about these soon.

What currencies do you accept?

We currently accept: United States dollar (USD), Euro (EUR), and British pound sterling (GBP). We are planning to add support for more currencies in the near future.

How do I choose the currency I purchase in?

You can change your payment currency using the dropdown menu in the Store, located above your bag.

How do I know if my device is compatible before purchasing a product?

Device compatibility is specified per the choice of platform you choose. In addition, a full list of compatible devices is included under the Device Compatibility section of each app’s Store page.

How do I know that your checkout is secure?

We use Stripe as our payment processor. Stripe is compliant with the most stringent levels of payment security available on the web. For more information about their security implementation, please visit their website.

How do I get access to the app I purchased?

Right after you purchase, you will receive an email detailing the steps for accessing your new app; simply follow the steps to get started.

I have purchased a product from your store however have not received a receipt. What should I do?

Please contact our customer support team directly with your request and we will issue you a receipt as soon as possible.

Do I get updates for free for my app?

We are continually updating our platforms, and many of these new features are provided for free to paid users. From time-to-time, for example when a particular feature or piece of content has been developed from scratch, we provide this feature as an optional extra for our customers.

Do I need to purchase from both my app store and the 3D4Medical Store?

No. You only need to make one purchase, per platform to access the content in your app. All of our apps on the Complete Anatomy platform can be downloaded for free from your device’s app store. You can then choose to create an account and purchase access to all of the features within the app itself, or on the 3D4Medical Store on our website. Some discounts and sale pricing is exclusive through the 3D4Medical Store, so we always recommend purchasing from the 3D4Medical Store.

I received a notification about getting a discount on the 3D4Medical Store, but cannot see discounted pricing.

Please make sure you have logged into your account on the 3D4Medical Store to see all of the discounts that you are eligible for.

I’ve encountered an error during purchase: the 3D4Medical Store won’t accept my credit / debit card.

This issue is directly related to your banking institution. Certain banks may have restrictions on international purchases (we are an Irish company, located in Dublin, Ireland). As such, customers need to contact their banks directly and ask their banking institution to allow payment to ‘3D4Medical Limited’.

I’ve purchased Complete Anatomy from your store, however I have purchased the wrong platform. Is it possible for me to switch my purchase to the correct platform?

Yes, switches are possible provided there is no price difference between platforms. Please contact our customer support team directly and we will be happy to assist you.

I am not happy with the content I purchased from the 3D4Medical Store. What should I do?

Please contact our customer support team directly with such questions, and we will be happy to help assist with any concerns you may have.

What is your refund policy and how do I go about requesting a refund?

If you are running into an issue with one of our apps, please contact our customer support team directly.

Technical

How do I delete and reinstall your app on my iPad/iPhone device?

  1. Press and hold the app’s icon until the “x” appears. Tap the “x” and confirm to delete.
  2. Press the Home button to return home.
  3. Open the App Store, sign in with your Apple ID, and navigate to our app. Select Download.
*(Don’t worry, Apple will not charge you twice for an app already purchased with your Apple ID)

How do I delete and reinstall your app on my Mac device?

  1. Open Finder and click on Applications on the left-hand side of the Window. Find the app and drag to the Trash. You’ll be asked to enter your password to successfully delete the app. Next, if the app does have an icon in the Dock, drag it to the Trash.
  2. Open the Mac App Store and sign in with your Apple ID. Once signed in, click Purchased from the top of the App Store window. Locate our app. You’ll notice that there’s an Install button now active. Click Install and the app will automatically download.
*(Don’t worry, Apple will not charge you twice for an app already purchased with your Apple ID)

How do I restart your app on my iPad/iPhone?

  1. Double tap the Home button.
  2. Search for our app.
  3. Swipe up and out of the preview.
  4. Press the Home button to return home.

Will you support your Pro Series apps to be compatible with future versions of iOS?

We plan to update our Pro Series to be compatible with the next version of iOS 11, and this will be the final update to this series of applications. Users should check this update to discover next steps for continuing in their anatomical education.

How do I delete my 3D4Medical account?

To delete your 3D4Medical Account, please contact our support team with your details and your request will be processed.

How do I delete and reinstall your app on my Android device?

On your device go to Settings > Apps > Complete Anatomy. Select ‘Uninstall’. Restart your device. Open the Play Store and go to My Apps & Games > Library > Complete Anatomy > ‘Install’. Open Complete Anatomy and go to Profile > Login.

How do I restart your app on my Android device?

Open your recent apps.
Find your 3D4Medical app.
Swipe to the left to close.
Tap the app’s icon in your homescreen to restart the app.

Troubleshooting

Your iPad or iPhone app is crashing/freezing on my device!

First, close the app and restart your device! It works wonders! Still having problems? It sounds like the app may have become corrupted during the download process. A delete and reinstall usually solves corrupted downloads.
  1. Press and hold the app’s icon until the “x” appears. Tap the “x” and confirm to delete.
  2. Press the Home button to return home.
  3. Open the App Store, sign in with your Apple ID, and navigate to our app. Select Download.
*(Don’t worry, Apple will not charge you twice for an app already purchased with your Apple ID)

Your Mac app is crashing/freezing on my device!

First, close the app and restart your device! It works wonders! Still having problems? It sounds like the app may have become corrupted during the download process. A delete and reinstall usually solves corrupted downloads.
  1. Open Finder and click on Applications on the left-hand side of the Window. Find the app and drag to the Trash. You’ll be asked to enter your password to successfully delete the app. Next, if the app does have an icon in the Dock, drag it to the Trash.
  2. Open the Mac App Store and sign in with your Apple ID. Once signed in, click Purchased from the top of the App Store window. Locate our app. You’ll notice that there’s an Install button now active. Click Install and the app will automatically download.
*(Don’t worry, Apple will not charge you twice for an app already purchased with your Apple ID)

How do I restore my in-app purchase without having to pay again?

Don’t worry, you won’t be charged again. Apple will never charge you twice for an in-app purchase already purchased. Just be sure you’re signed in with the same Apple ID you used to purchase the original app and in-app purchase. Once you’re signed in, select Restore.

I cannot hear the audio pronunciations in your apps!

It could be that the mute button has been activated on your iPad. To check, using the Control Centre, swipe up from the bottom edge of the screen and search for the ‘Bell’ icon. Tap on it and you will see the words Mute: Off. Tap anywhere on the screen to close the dock.

Your Android app is crashing/freezing on my device!

First, close the app and restart your device! It works wonders! Still having problems? It sounds like the app may have become corrupted during the download process. A delete and reinstall usually solves corrupted downloads.
On your device go to Settings > Apps > Complete Anatomy.
Select ‘Uninstall’.
Restart your device.
Open the Play Store and go to My Apps & Games > Library > Complete Anatomy > ‘Install’.
Open Complete Anatomy and go to Profile > Login.

Still have questions?

If none of the above have answered your question, please feel free to contact us and our customer service team will be only too happy to help.

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