If you have problems with Google Play Points, find your issue below.
Fix problems signing up for Google Play Points
To join Google Play Points, you’ll need:
- To be in Australia, Austria, Belgium, Brazil, Chile, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Japan, Korea, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, or the United States.
- A computer or Android device that works with Google Play. Learn more about supported devices.
- A Google Play account that’s not managed by your school or a parent. Learn how to switch accounts.
- A valid payment method. Learn how to add a payment method on Google Play.
- A billing address that matches your Google Play country. Learn how to change your Google Play country.
Fix problems with earning and using Google Play Points
My Google Play Points are not showing up for my purchaseStep 1: Make sure you’re signed up for Google Play Points
To earn points from purchases, join Google Play Points. You won’t be able to earn points for any purchases that you’ve made before you joined Google Play Points.
Important: You only earn points when you buy something with your own account. You won’t earn any points when someone in your family group makes purchases on Google Play, even if they use a family payment method.
Step 2: Wait for some time, then check your points history
It may take some time to get confirmation for points earned on some content or on some devices, like Android TV.
- Open the Google Play Store app
.
- At the top right, tap the profile icon.
- Tap Play Points.
- To check how many points you got for a purchase, tap More
Points history.
Points history.Step 3: Check that you bought the item using the same Google Account that you have enrolled in Google Play Points
If you still have trouble, get more help.
Step 1: Check your points history
- Open the Google Play Store app
- At the top right, tap the profile icon.
- Tap Play Points.
- To check how many points you got for a purchase, tap More
If your points weren’t used, open the app and try to repeat the purchase.
Step 2: Force stop, then reopen the app or game
- On your Android phone or tablet, open Settings
.
- Based on your device,tap either Apps or Manage applications.
- Tap the app you used to make your in-app purchase.
- Tap Force stop.
- Reopen the app you used to make your in-app purchase.
- Check if your item has been delivered.
.Step 3: Restart your device
- On your Android phone or tablet, hold down the Power button.
- Tap Power off or Restart. This varies by device.
- If needed, hold down the Power button again to turn the device back on.
- Wait for the device to start again.
- Reopen the app or game and check if the in-app purchase has been delivered.
Step 4: Update the Play Store app
- On your Android phone or tablet, open the Google Play Store app
- Tap Menu
Settings
Settings This is usually at the bottom of the settings list.
Step 5: Make sure your device’s date & time are correct
- On your Android device, open Settings
- Tap Date & time.
- Find "Automatic date & time" and "Automatic time zone," then follow the steps below.
If "Automatic date & time" and "Automatic time zone" are turned off:
- Turn on both settings.
- Wait a few minutes, then check if your problem’s fixed.
- If it’s not fixed, restart your device and check again.
If "Automatic date & time" and "Automatic time zone" are turned on:
If both of these settings are on, the date and time probably isn’t your issue. Check your connectivity then restart your device.
Step 6: Contact the app's developer for support
If you still have issues with an in-app purchase and want to give feedback or get help, contact the app's developer.
If you didn’t receive points for Play Pass purchases or other Google owned app purchases, contact us.
Step 1: Check your points history
- Open the Google Play Store app
- At the top right, tap the profile icon.
- Tap Play Points.
- To check how many points you got for a purchase, tap More
If your points weren’t used, open the app and get the item again.
Step 2: Make sure the item is worth at least as much as the coupon
You can only use credits to get items of equal or greater value as the credit.
Step 3: Make sure you’re not already using another coupon or promotion
You can only use one credit or promotion at a time. To switch between credits and promotions at checkout, tap the payment method.
Step 4: Force stop, then reopen the app or game
- On your Android phone or tablet, open Settings
- Based on your device,tap either Apps or Manage applications.
- Tap the app you used to make your in-app purchase.
- Tap Force stop.
- Reopen the app you used to make your in-app purchase.
- Check if your item has been delivered.
Step 5: Clear the cache & data of the Play Store
This gives the app a fresh start and can help fix issues.
- On your Android device, open Settings
- Tap Apps & notifications
- Scroll down and tap Google Play Store
- Tap Storage
- Tap Clear data.
- Reopen the Play Store
- Use your credit again.
If you still have trouble, get more help.
I didn't receive points for downloading a promoted app
For app or game install promotions, it must be a first-time install. You must download and keep the app or game on your phone for a day to keep the points, or points will be removed.
There's an issue with my third-party voucher code
I can't access or use my Google Play Points
For issues with voucher codes from third-party platforms, you must contact the third-party directly for support.
If we detect fraud or abuse on your account, we may restrict your access to Google Play Points to protect against unauthorized access or abuse. To continue using Google Play Points, please follow the instructions in the error message.
Find missing Google Play Points
I lost points when I refunded or canceled an itemIf you are able to refund an item you bought on Google Play, any points you earned on that purchase will be deducted from your Play Points balance and your level progress.
If you have Google Play Points and changed your Play country, we won’t be able to recover your points and your level does not carry over to the new Play country. You may lose any coupons exchanged with Google Play Points in your new Play country. Learn how to change your Google Play country.
- You may lose any coupons exchanged with Google Play Points in your new Play country.
- You’ll be able to keep any in-app purchases you’ve exchanged with using points.