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How to refund?

whc

I just bought the ESS version of Spine and found an error when importing materials provided by others. I guess it's because it uses advanced features from the PRO version and cannot be used:

If that's the case, it doesn't meet my needs. I can't find any customer service entrance. Can I get a refund? I just bought the ESS version and it has been less than an hour since then.

If it is not for the reason that the ESS version cannot use the PRO version data, please let me know what to do

Spinebot

To request a refund for your Spine Essential (ESS) version, you should directly contact Esoteric Software by sending an email to [contact@esotericsoftware.com](mailto:contact@esotericsoftware.com). Make sure to email them from the address you used to purchase Spine. Explain your situation, including the issue with importing materials that require features from the Spine Professional (PRO) version, and mention that you've made the purchase less than an hour ago. They typically respond to such requests promptly and will guide you through the refund process.

Nate

While ESS doesn't support all the features in PRO projects and can't save or export PRO projects, the warnings you showed are because when the data was exported Essential data was not checked. That means some information was not written to the data, because it is not strictly necessary at runtime and so the data can be smaller without out. They are only warnings that the internal edges (the orange edges shown on a mesh in Spine PRO) have been lost. The meshes can still be imported and will show up correctly in PRO.

As the lovely Spinebot 🤖 kindly mentioned, we can't service account requests on this public forum, so please shoot us an email or use our support page to contact us:
http://esotericsoftware.com/support
We can provide a refund or if you'd like you can upgrade to PRO for the difference in price.

whc

Nate
So it can be displayed normally at runtime, but it cannot be edited and used properly in the ESS version of the Spine editor.

Is that so?

Nate

Yes, when exporting data with Essential data unchecked:

At runtime there is enough information for all functionality.
PRO can load it, but the orange internal edges of the mesh are lost. Those are useful to control how triangulation occurs. The mesh will keep its same triangulation until Edit mesh is used, then you'd need to draw new internal edges so it triangulates like you want. More info here:
https://esotericsoftware.com/spine-meshes#Edges
ESS can load it but can't save it because it doesn't have mesh features.