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 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.

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

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

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 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

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 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

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.

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

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

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

I can't access or use my Google Play Points

Find missing Google Play Points

I lost points when I refunded or canceled an item

I changed my country profile & lost my points

Related resources

Choose a section to give feedback on

Need more help?

Try these next steps:

Post to the help community Get answers from community members

Contact us Tell us more and we’ll help you get there

Search

Clear search

Close search

Main menu