Error: You haven't accessed the Google Play Store app on your device with this email account

This error can appear when you're trying to install an Android app on:

  • your computer (including Chromebooks)
  • an Android mobile device that isn't linked to your Google Account
  • a non-compatible device

Troubleshooting

Let us know what you're trying to do by selecting an option below.

I'm trying to use a computer to install an app on my Android phone or tablet

Select whether you're trying to install an app on a new device, existing device, or Kindle.

My device is new

Before you can shop on Google Play from your computer, you need to link your Android device to your Google Account. To begin, sign in to the Google Play Store app on your Android device and install any app.

Step 1: Sign in to the Google Play Store app

  1. Make sure your Android device comes with the Google Play Store app. For more information, learn how to find the Google Play Store app.
  2. Open the Google Play Store app Google Play.
  3. If prompted, sign in using the same account you're using on your computer.
  4. To see which account you're using on your computer, go to Google Play and click your profile picture at the top right.

Step 2: Install an app on your device

Once you're signed in to the Play Store app:

  1. Search for the app you're trying to install.
  2. Touch Install.

After you've installed an app, your device will be linked to your Google Account. Within a few minutes, you should be able to install apps to your device using your computer.


Need more help?

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I've installed apps from Google Play on this device before

Make sure you're using the same Google Account on your computer and Android device

Step 1: Check the account you're using on your mobile device.

  1. Open the Google Play Store app Google Play.
  2. Touch the Menu icon Google Play Store Menu Icon. You'll see the account you're signed in to at the top of the menu.
  3. If you want to select a different account, touch the dropdown arrow Selector.

Step 2: Check the account you're using on your computer or mobile browser.

  1. Go to Google Play.
  2. Near the top right of your screen, select the profile picture.
  3. If you're not signed in to the same account as your mobile device, you can change the account by clicking Sign out. Then sign in again with the right account.

Step 3: Once you're on the same account on both devices, try installing the app again.


Need more help?

Chat with us Request a call

I'm using a Kindle

Apps from Google Play can't be installed on Kindle devices. Try visiting the recommended app store for your device, like the Amazon Appstore for Kindle.

I'm trying to install an app onto a computer

Apps from Google Play can't be installed on computers, including Chromebooks. Try visiting the recommended app store for your device instead:

I'm trying to install an app on a non-Android phone or tablet (iPhone, iPad, etc.)

Apps from Google Play can't be installed on non-Android devices. Try visiting the recommended app store for your device instead:


Additional Troubleshooting

If the problem persists, try the following.

Using a work or school account?

If you're using a work or school Google Account, you may not be able to install Google Play apps on your device using your computer.

You can still use the Google Play Store app on your device to download apps.

Shana is a Google Play expert and author of this help page. Help her improve this article by leaving feedback below.

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