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 iPad/iPhone version can I download for free on my Mac?

If you’d like to run the app on your iPad/iPhone and Mac, separate purchases are necessary. The reason for this is that each app runs on a different operating system — iPad/iPhone on iOS and Mac on OSX. Because of this, apps for each platform have to be developed from the ground up and are sold separately through their respective stores i.e. App Store and Mac App Store.

Can I get a refund for your app?

In order to receive a refund, please contact Apple. As our only distribution channel is through the Mac and iTunes App Stores, Apple control all customer financial transactions, and we’re unable to process refunds. Just click the Report a Problem link on the receipt you received from Apple.

I purchased the wrong version, what can I do?

In order to receive a refund, please contact Apple. As our only distribution channel is through the Mac and iTunes App Stores, Apple control all customer financial transactions, and we’re unable to process refunds. Just click the Report a Problem link on the receipt you received from Apple.

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

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.

Store

What products can I purchase from the 3D4Medical Store?

We sell a number of our latest releases on the 3D4Medical Store, including: Complete Anatomy, Guided Courses and Complete Heart. You can purchase our legacy apps directly via your devices app 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?

Our refund policy varies depending on the situation, and reason for request. If you would like to request a refund, please contact our customer support team with the name of the product you have purchased, your receipt number and your reason for requesting a refund and a team member will reach out as soon as possible.

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.