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App Support Google Play - FAQs


DOWNLOAD ANDROID APPS

- Open the Google Play Store Google Play Store app.

- Select an app you want to download.

- Touch Install or the app’s price.

- Touch Accept after reviewing the app's permissions.

 

    Paid apps: Use the Down Down arrow to select a payment method, then complete your purchase.

 

FREE CONTENT - NEWSSTAND MAGAZINES

- When you subscribe to a magazine with a free trial, you'll receive the magazine’s current issue and new issues published within the free trial period.

- All free trials are at least 14 days long.

- When subscribing, you'll be asked to enter your credit card information, but will not be charged. You'll receive a Google Play receipt for $0.00. After the free trial period, your credit card will automatically be charged for the subscription.

- If you cancel your subscription at any point during the free trial period, you will not be charged. You will retain access to content you received as part of the free trial.

- You are entitled to one free trial period per magazine.

 

DOWNLOAD PREVIOUSLY PURCHASED & DOWNLOADED APPS
When you download a paid or free app on Google Play, the app is connected to your Google Account, meaning that you get several benefits:

- If you get a new device, remove an app to free up space, or reset your device, you can reinstall the app without purchasing it again.

- If you have multiple devices, you can install the app on all of your devices without purchasing the app again.

- You can quickly find free or paid apps that you previously downloaded.

 

Find and download your apps:

Using your mobile device:

- Open the Google Play Store Google Play Store app

- Touch the Google Play Store Play Store icon and select My Apps.

- Visit the All category.

- Select an app you’d like to install, then touch the Install button on the app’s detail page.

- Click Install.

 

Can't find previously purchased or downloaded apps:

If you can't find an app on your My Apps page that you previously purchased, or you're being asked to purchase an app that you already bought on Google Play, make sure that you're signed in to the same account as the one you used when making your purchase.

Check which account you're signed in to when using your mobile device

Open the Google Play Store Google Play Store app.

Touch the Google Play Store Play Store icon to see which account you're currently using.

    To change accounts, touch the Selector dropdown arrow and select a different account.

 

PROBLEMS DOWNLOADING APPS
Restart your device and try your download again. If you still encounter problems, try these troubleshooting steps:

1) Check your data connection:

- You can check if your device has Wi-Fi and mobile data (for devices with a mobile data plan) turned on by going to your device's main Settings menu.

 

2) Ensure Download Manager is enabled:

To download apps on Google Play, your device's Download Manager app needs to be turned on. Here's how to check your Download Manager settings.

- Open your device's main Settings menu.

- Under "Device", touch Apps or Application manager (depending on your device, this may be different).

- Swipe to view "All" apps.

- Select the Download Manager app.

 

3) Storage Space:

If you're having trouble installing apps, your device may be running low on storage space. Here's how you can check your device's available storage.

- Open your device's main Settings menu.

- Under "Device", touch Storage.

 

4) Clear Cache & Data:

If your device has a strong Internet connection, clear your cache and data on the Google Play Store Google Play Store and Download Manager apps, then try your downloads again.

Note: If you've changed your settings on the Google Play Store Google Play Store app (content filters, password protection, etc.), after clearing your cache and data, you'll need to change them again in the Play Store app's Settings.

Google Play Store app

- Open your device's main Settings menu.

- Under "Device", touch Apps or Application manager (depending on your device, this may be different).

- Swipe to view "All" apps.

- Select the Google Play Store Google Play Store app.

- Under "Cache", touch Clear cache.

- Under "Storage", touch Clear data.

Download Manager

- Open your device's main Settings menu.

- Under "Device", touch Apps or Application manager (depending on your device, this may be different).

- Swipe to view "All" apps.

- Select Download Manager.

- Under "Cache", touch Clear cache.

- Under "Storage", touch Clear data.

 

5) Reinstall Play Store updates:

You can reinstall updates to the Google Play Store Google Play Store app to help make sure you're using the latest version. After you've updated the Play Store app again, try downloading apps again.

Here's how to reinstall updates to the Play Store app.

- Open your device's main Settings menu.

- Under "Device", touch Apps or Application manager (depending on your device, this may be different).

- Swipe to view "All" apps.

- Select the Google Play Store Google Play Store app.

- Touch Uninstall updates.

- When prompted to change the Google Play Store Play Store app back to the factory version, touch OK.

- Go to your device's main All apps menu.

- Open the Google Play Store Play Store app.

- Go back to your device's home screen.

After a few minutes, as long as you have a strong Internet connection (Wi-Fi or mobile data), your Google Play Store Play Store app will update to the latest version. Once your Google Play Store Play Store app is updated, try downloading apps again.

 

6) Check for System Updates:

If your device has system updates available, download and install them before downloading apps on Google Play.

- Open your device's main Settings menu.

- Under "System", touch About phone or About tablet.

- Touch System updates.

- Touch Check for system updates.

 

UNINSTALL APPS

Using your device's settings menu

If you’ve installed an app on your phone or tablet using Google Play that you no longer want, you can uninstall it by following these steps:

- Visit your device's Settings menu > Apps or Application manager (this may differ depending on your device).

- Touch the app you’d like to uninstall.

- Select Uninstall.

 

DIDN'T GET IN-APP YOU PURCHASED
Magazine issues are available to buy as additional content, within the app. These are known as in-app purchases.

Troubleshooting:

If your in-app purchase isn’t in your account, try closing and restarting the app or game you’re using. Here's how:

- Open your device’s main Settings menu.

- Under “Device”, select Apps or Manage applications (depending your device, this may be different).

- Select the app you used to make your in-app purchase.

- Touch Force stop.

- Open your device’s All apps menu.

- Select the app you used to make your in-app purchase.

- Check if your item has been delivered.

 

SUBSCRIPTIONS ON GOOGLE PLAY
A subscription is when you pay a recurring fee rather than a one-time price for content on Google Play. Depending on the subscription, you’ll automatically be charged on a monthly or yearly basis.

Subscriptions differ from regular Android app purchases in that there is no 15-minute refund window.

 

How to Subscribe to Content on Google Play

To purchase a subscription, first, you’ll need to download the app where the subscription-based content is available. For example, if you want to purchase a monthly subscription for your favorite news outlet, you’ll need to find that news channel’s app on Google Play, download and install it on your device.

Once you’ve downloaded the app:

- Tap the icon to launch the app.

- Access the section of the app that offers subscription-based content to purchase.

- On the confirmation screen, choose an existing payment method or add a new payment method.

- Confirm the purchase by selecting “Accept & subscribe.” Note that exact pricing on the "Accept & subscribe" screen may vary slightly from the price listed on Google Play based on currency exchange rates and that pricing may change from month to month or year to year.

 

Trial subscriptions

Some apps allow for a subscription trial period. Trial subscriptions last a minimum of seven days, and you will be notified of the trial period in the purchase flow. Should you choose to cancel, follow the cancel subscription steps below before the trial expires, and you will not be charged for that subscription.

Note: If you do not cancel, at the end of the trial period, you will be automatically billed for the subscription - you cannot sign up for multiple trials.

 

Managing Subscriptions

You can visit your My subscriptions page on Google Wallet to view your subscriptions.

If you get a new device or perform a factory data reset on your device during your subscription, you simply need to re-install the app where you purchased the subscription, and as long as you’re using the same account you were before, you’ll continue to have access to this content. In other words, you will not need to re-purchase your subscription if the app to which you’re subscribed is uninstalled for any reason.

 

Canceling subscriptions

To cancel a subscription, visit your My subscriptions page on Google Wallet and use the Cancel subscription buttons.

Important: Uninstalling an app will not automatically stop your subscription. You must cancel your subscription to end your subscription. If you uninstall the app without canceling your subscription, you will still be charged.

Canceling a subscription will not retroactively refund subscription payments, and previously charged subscription fees cannot be pro-rated based on cancellation date. For example, if you purchased a one-year subscription on Jan. 1 for $10 and decide to cancel your subscription on July 1, you will have access to the subscription until Dec. 31 and will be charged the full $10, but you will not be charged another yearly subscription of $10 the following Jan. 1.

 

Changes to Subscriptions

- If an app for which you’ve purchased a subscription is removed from Google Play, your future subscription will be automatically cancelled, but past subscriptions will not be refunded.

 

Subscriptions Refund Policy

- Unlike one-time Google Play purchases, there is no 15-minute refund window for subscriptions.

- All refunds are at the discretion of the app’s developer, and all refund requests must be made directly with the developer. You’ll find developer contact information by selecting the app in question on Google Play - on the details page, you’ll find either a website, phone number or email address.

 

SUPPORT FOR BILLING PROBLEMS
For Billing and Payment support, you should visit Troubleshoot Payment Issues or Refunds.

For more direct support from Google Play you should visit: Google Help Centre

 

App Terms and Conditions, and Privacy Policy

 


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