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Didn't receive your purchase?

If you're having issues with or didn't receive an in-app purchase, you can try troubleshooting, request a refund, or contact the app's developer.

Tip: To help prevent accidental or unwanted purchases, use password protection on your device.

Option 1: Try troubleshooting

To make in-app purchases, you need an active Internet connection and the latest version of the Google Play Store app. Android 3.0 users must have MyApps 5.0.12 and above.

To find the Android version for your mobile device:

  1. On your device, open the main Settings app Device Settings.
  2. Touch About phone or About tablet.
  3. Look for the "Android version" section.

If you haven't received an in-app item you bought, try closing and restarting the app or game you’re using.

  1. On your device, open the main Settings app Device Settings.
  2. Select Apps or Manage applications (depending on your device, this may be different).
  3. Select the app you used to make your in-app purchase.
  4. Touch Force stop.
  5. Re-open the app you used to make your in-app purchase.
  6. Check if your item has been delivered.

Keep in mind only an app's developer can send purchased items to your account. If the steps above didn't solve the problem, see Option 3 below.

Request a refund

To request a refund use this link and follow the directions on the form: https://support.google.com/googleplay/contact/play_request_refund_apps?vid=1-635757857514916530-3912042964&rd=1

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