Background

These instructions can help if you completed an in-app purchase, the purchase was successful, but the feature was not made available to you. This is a known issue when users have multiple Google accounts on their phone. If you find yourself in this situation, please give the following steps a try. It has been reported to successfully resolve the issue with several of our users:


Notes

For these steps, the correct account references the original account that you used to complete the in-app purchase. To determine the correct account, follow the steps below:


To switch accounts in Google Play, see these instructions.


To verify the account that was used to make the purchase, follow the steps below:

  1. Open a mobile browser (like Chrome).
  2. At the top, enter play.google.com. 
  3. Tap Menu Menuand then Account and then Order History.
  4. If you can't find a record of your purchase, try switching accounts.


Procedure

  1. Uninstall the application from your smartphone
  2. Open the Google Play Store app on your smartphone and then select the correct account (from the hamburger menu on the top left)
  3. Log in to the Google Play website play.google.com from a computer using the same correct account
  4. Install the application through the Play website from a computer (it will be sent to your smartphone)

If you would instead like to request a refund, please follow these instructions.