Fix problems with Google Play Points

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:

If you still have trouble, contact Google Play support.

Fix problems with earning and using points

I didn’t get points for my purchase

Step 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.

  1. On your Android phone or tablet, open the Google Play Store app Google Play.
  2. Tap Menu Menu and then Play Points.
  3. Tap More More and then Points history.

Step 3: Check that you bought the item using the same Google Account that you have enrolled in Google Play Points

Learn how to switch to a different account.

If you still have trouble, get more help.

I used points for an in-game item, but didn’t receive it

Step 1: Check your points history

  1. On your Android phone or tablet, open the Google Play Store app Google Play.
  2. Tap Menu Menu and then Play Points.
  3. Tap More More and then Points history.

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

  1. On your Android phone or tablet, open Settings Settings.
  2. Based on your device,tap either Apps or Manage applications.
  3. Tap the app you used to make your in-app purchase.
  4. Tap Force stop.
  5. Reopen the app you used to make your in-app purchase.
  6. Check if your item has been delivered.

Step 3: Restart your device

  1. On your Android phone or tablet, hold down the Power button.
  2. Tap Power off or Restart. This varies by device.
  3. If needed, hold down the Power button again to turn the device back on.
  4. Wait for the device to start again.
  5. Reopen the app or game and check if the in-app purchase has been delivered.

Step 4: Update the Play Store app

  1. On your Android phone or tablet, open the Google Play Store app Google Play.
  2. Tap Menu Menu and then Settings and then Build version or Play Store version.

This is usually at the bottom of the settings list.

Step 5: Make sure your device’s date & time are correct

  1. On your Android device, open Settings Settings.
  2. Tap Date & time.
  3. Find "Automatic date & time" and "Automatic time zone," then follow the steps below.

If "Automatic date & time" and "Automatic time zone" are turned off:

  1. Turn on both settings.
  2. Wait a few minutes, then check if your problem’s fixed.
  3. 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.

I can’t use my in-app or in-game credit

Step 1: Check your points history

  1. On your Android phone or tablet, open the Google Play Store app Google Play.
  2. Tap Menu Menu and then Play Points.
  3. Tap More More and then Points history.

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, by tap the payment method.

Step 4: Force stop, then reopen the app or game

  1. On your Android phone or tablet, open Settings Settings.
  2. Based on your device,tap either Apps or Manage applications.
  3. Tap the app you used to make your in-app purchase.
  4. Tap Force stop.
  5. Reopen the app you used to make your in-app purchase.
  6. 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.

  1. On your Android device, open Settings Settings.
  2. Tap Apps & notifications and then See all apps.
  3. Scroll down and tap Google Play Store Google Play.
  4. Tap Storage and then Clear Cache.
  5. Tap Clear data.
  6. Reopen the Play Store
  7. Use your credit again.
If you still have trouble, get more help.

Find missing points

I lost points when I refunded or cancelled an item

If 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.

Learn more about Play Points refund policies.

Learn more about Play Points Terms of Service.

I changed my country profile & lost my points

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.

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