How to 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:

• 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 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.

If you still have trouble, contact Google Play support.

Fix problems with earning and using Google Play Points

My Google Play Points are not showing up for my purchase

Step 1: Make sure that 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 a while, 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. Open the Google Play Store app .
2. At the top right, tap the profile icon.
3. Tap Play Points.
4. To check how many points that you received for a purchase, tap More 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. Open the Google Play Store app .
2. At the top right, tap the profile icon.
3. Tap Play Points.
4. To check how many points that you received for a purchase, tap More 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 .
2. Based on your device,tap either Apps or Manage applications.
3. Tap the app that you used to make your in-app purchase.
4. Tap Force stop.
5. Reopen the app that 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 .
2. Tap Menu Settings Build version or Play Store version.

This is usually at the bottom of the settings list.

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

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

If 'Automatic date and time' and 'Automatic time zone' are turned off:

1. Turn on both settings.
2. Wait a few minutes, then check if your problem is fixed.
3. If it’s not fixed, restart your device and check again.

If 'Automatic date and 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.

Why can't I redeem my in-app or in-game credit

Step 1: Check your points history

1. Open the Google Play Store app .
2. At the top right, tap the profile icon.
3. Tap Play Points.
4. To check how many points that you received for a purchase, tap More Points history.

If your points weren’t used, open the app and get the item again.

Step 2: Make sure that 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 that 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

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

Step 5: Clear the cache and data of the Play Store

This gives the app a fresh start and can help fix issues.

1. On your Android device, open Settings .
2. Tap Apps and notifications See all apps.
3. Scroll down and tap Google Play Store .
4. Tap Storage Clear cache.
5. Tap Clear data.
6. Reopen the Play Store
7. Use your credit again.

If you still have trouble, get more help.

I can't find offers to earn Play Points for new apps and games

The offers that you find on Google Play depend on several factors, like your personalisation settings.

To confirm whether you're eligible to earn Play Points when you try new apps and games, Google needs information about your app usage. For instance, whether you've downloaded, installed and used it before.

Currently, your personalisation settings control access to this information.

You can still earn Play Points when you:

• Buy apps or games on the Google Play Store
• Make in-app or in-game purchases and subscriptions
• Buy books with Google Play

In addition, we always find new and exciting ways for you to enjoy Google Play.

There's an issue with my third-party voucher code

For issues with voucher codes from third-party platforms, you must contact the third party directly for support.

I can't access or use my Google Play Points

If we detect fraud or abuse on your account, we may restrict your access to Google Play Points to protect against unauthorised 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 cancelled an item

If you are able to refund an item that you bought on Google Play, any points 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 Google Play Points Terms of Service.

I changed my country profile and 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 that you’ve exchanged with using points.

Related resources

• Join Google Play Points
• Earn and track your Google Play Points
• Use points in the Google Play Store
• Check your Play Points level and benefits