Known Issues

Payment and buying apps/in-app items

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[#5421537] Pending app and in-app orders

We’re aware that some users are experiencing error messages surrounding pending app or in-app orders and this prevents our users from purchasing these items again. You’re experiencing this known issue if you see the following:

  1. Attempt to purchase app or in-app item
  2. Attempt to purchase fails
  3. The following error appears: “Error: You already have a pending order for this item,” preventing you from purchasing or attempting your purchase again

At this time, there is no workaround for this issue that will allow the purchase to go through - we’re working to resolve the issue, so check back for updates.

Issue first reported on: October 21, 2011

Last updated on: April 10, 2013

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[#4319215] Paid apps are not available in non-U.S. territories

We’ve received reports that some users living in a non-U.S. territory don’t have access to the same Android apps on Google Play as that territory’s parent country. You may be experiencing this issue if:

  1. You live in a non-sovereign geographic region or a country subdivision (excluding U.S. territories, all of which have access to paid apps as of August 9, 2012)
  2. You’re receiving error messages when trying to purchase Android apps on Google Play or you don’t see paid apps on Google Play at all (you’re only seeing free apps)

There is no workaround available right now, but we’ll continue to update this page with developments, so check back soon.

Issue first reported on: February 1, 2012

Last updated on: April 10, 2013

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KDDI issues

For more information about this issue, please view this page in Japanese.

Downloading, installing and updating apps

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[#11112915] Paid apps displayed as purchased, can’t be downloaded due to error message

We've received reports from some users of:

  • Errors during the download of paid apps from the Play Store.
  • Download issues occurring with paid apps that were never purchased on Play Store or purchased using the Google Account having issues.
  • Download issues occurring on a rooted device or with an account that was previously used on a rooted device.

We're currently investigating a solution. In the meantime, you can try using a different Google Account on your device.

We'll continue to update this page with developments, so check back soon.

The Google Play Website (play.google.com)

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Deleting apps from My Apps/My Orders

At this time, there is no way to delete records of old apps using the Google Play website (play.google.com).

However, if you're running version 3.9 or higher of the Google Play Store Google Play Store app on your device, you have the ability to remove apps from your My Apps list.

To find out what version of the Google Play Store app you're running, open the Google Play Store Google Play Store app > Select Menu > Settings. Your build version will be listed under "About".

For devices running version 3.9 or higher of Google Play Store Google Play Store app, here's how you can remove apps from My Apps:

  1. Open the Google Play StoreGoogle Play Store app.
  2. Select My Apps > All.
  3. Touch the gray "X" on the app you want to remove > Select OK to confirm.
  4. Note: You will only see the gray X for apps that are not currently installed on that device. Removing an app from your My Apps list will uninstall the app from any other devices associated with your account.

    To add an item again that you've removed from My Apps, you must download the item again on Google Play. If you remove a purchased app, there's no need to purchase the app again. You can visit the app's details page on Google Play and install it again.

    If you're still running a version of the Google Play Store Google Play Store app lower than version 3.9, you will not be able to remove apps from your My Apps list.

    Issue first reported on: April 9, 2012

    Last updated on: October 22, 2013

The Google Play Store app

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Missing apps in the My Apps menu

If you’re missing some or all of your installed apps when viewing the My Apps section of Google Play, it’s possible that you’re using Google Play with the wrong account. If you’re on the latest version of the Google Play Store app and are running Android 2.2 or higher, please follow these steps to switch your account:

  1. Open the Google Play Store app
  2. Press Menu and then touch Accounts
  3. Select a different account to use
We’ve heard of some users suddenly missing apps under the My Apps section of the Google Play Store app. This is a known issue that we are currently investigating, and updates can be found on our Known Issues page.
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[#5391921 ] Only first page of search results is displayed

We’ve received reports that some users are unable to scroll past the first page of search results on the Play Store application. If you’re seeing a large number of search results but are unable to scroll past the first few, that is characteristic of this known issue.

Issue first reported on: September 29, 2011

Last updated on: February 2, 2013

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Deleting apps from My Apps/My Orders

At this time, there is no way to delete records of old apps using the Google Play website (play.google.com).

However, if you're running version 3.9 or higher of the Google Play Store Google Play Store app on your device, you have the ability to remove apps from your My Apps list.

To find out what version of the Google Play Store app you're running, open the Google Play Store Google Play Store app > Select Menu > Settings. Your build version will be listed under "About".

For devices running version 3.9 or higher of Google Play Store Google Play Store app, here's how you can remove apps from My Apps:

  1. Open the Google Play StoreGoogle Play Store app.
  2. Select My Apps > All.
  3. Touch the gray "X" on the app you want to remove > Select OK to confirm.
  4. Note: You will only see the gray X for apps that are not currently installed on that device. Removing an app from your My Apps list will uninstall the app from any other devices associated with your account.

    To add an item again that you've removed from My Apps, you must download the item again on Google Play. If you remove a purchased app, there's no need to purchase the app again. You can visit the app's details page on Google Play and install it again.

    If you're still running a version of the Google Play Store Google Play Store app lower than version 3.9, you will not be able to remove apps from your My Apps list.

    Issue first reported on: April 9, 2012

    Last updated on: October 22, 2013

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[#8324410] Users seeing blank pages in Play Store

We’ve received reports that some users are seeing blank pages in the Play Store and are unable to view any apps.

There is no workaround available right now, but we’ll continue to update this page with developments, so check back soon.

Issue first reported on: August 22, 2013

Last updated on: August 26, 2013

Fixed/Resolved

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[#10230007] “Package File Invalid” error when downloading or updating apps

We’ve received reports that some users are getting "Package File Invalid" while trying to download or update apps.

We’re currently investigating a permanent solution, and there are no workarounds at this time.

We’ll continue to update this page with developments, so check back soon.

Issue first reported on: August 7, 2013

Last updated on: August 13, 2013

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[#6553771] Asked to buy previously purchased apps again

We've received reports from some users who are being asked to purchase apps again that they'd already successfully bought in the past.

To be sure you're experiencing this issue:

  1. Sign in to wallet.google.com/manage and confirm that the app(s) in question do not appear as "Canceled" or "Refunded."
  2. Once you've confirmed the order is successful, access Google Play either on your device or on the web.
  3. Ensure that you're using the same account on Google Play as you used to confirm your successful order in wallet.google.com/manage.
  4. Search for the app in question

If you then see that the app is asking you to purchase again, and it's the exact same app that you'd bought in the past, you may be experiencing this known issue.

We're currently investigating, and we will update this page when we have additional information.

Issue first reported on: June 1, 2012

Last updated on: April 10, 2013

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"RPC:S-5:AEC-0" error when downloading or updating apps

We’ve received reports that some users are getting "RPC:S-5:AEC-0" while trying to download apps.

If you're receiving this error, removing and re-adding your Google Account on your device may help resolve this issue. We’re currently investigating a permanent solution.

We’ll continue to update this page with developments, so check back soon.

Issue first reported on: March 21, 2013

Last updated on: August 1, 2013

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[#7404425] "Error Retrieving information from server. [RPC:AEC:0]"

We’ve received reports that some users are getting "Error Retrieving information from server. [RPC:AEC:0]" while trying to download apps.

We’re currently investigating a permanent solution, and there are no workarounds at this time.

We’ll continue to update this page with developments, so check back soon.

Issue first reported on: October 24, 2012

Last updated on: February 2, 2013

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[#7425426] Purchases in Indian Rupees auto-cancelled

We've aware that attempts to purchase Android apps on Google Play in INR are being automatically cancelled.

Steps to reproduce the issue:

  1. Attempt to purchase any app in INR (Indian Rupee).
  2. Purchase automatically cancelled.
  3. Receive error message: Your order could not be processed at this time.

We're working to fix this, and we will update this page as soon as the issue is resolved.

Issue first reported on: October 26, 2012

Last updated on: February 2, 2012

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[#8849329] Falsely receiving error: "You already own this item"

We've received reports from some users that they are falsely receiving the error "You already own this item" when trying to purchase an item.

Steps to reproduce the issue:

  1. Attempt to purchase an item.
  2. Purchase is unsuccessful or later cancelled.
  3. Try to attempt purchase an item again, but can't due to error "You already own this item."

We're currently investigating, and we will update this page when we have additional information.

Issue first reported on: August 21, 2012

Last updated on: July 23, 2013