Play Store issues on an Android device

    Troubleshoot issues accessing the Play Store on an Android device.

     

    If you need help performing any step, check the how-to guides for your device on the Phones page.

     

    Can't access Play Store

    1. Make sure of the following:
      • You're able to get online and connect to the Internet.
      • You're able to sign into your Gmail account.
      • Two-Way Verification has been turned off.
      • The Download Manager is enabled.
    2. Turn the device off and back on, then try to connect to Play Store again. Keep troubleshooting if you're still experiencing the issue.
    3. Clear the Google Services Framework cache:
      1. Tap Menu > Settings > Applications > Manage Applications.
      2. Navigate to the All section and tap Google Services Framework > Clear cache.
    4. Force stop and Clear data in the Play Store app.
    5. Try to connect to Play Store again. Keep troubleshooting if you're still experiencing the issue.
    6. Reset your device to fix this issue.

     

     

    Error when downloading or updating an app in the Play Store

    1. Make sure you're connected to Wi-Fi and you're able to get on the Internet.
    2. Clear the cache of the Play Store app and download manager:
      1. From the Home screen, press the Menu key.
      2. Touch Settings.
      3. Touch Apps.
      4. At the top of the screen, touch the All tab.
      5. Scroll to and touch Download Manager.
      6. Touch the Clear data button.
      7. If prompted, touch OK on the warning that all the saved information will be deleted.
      8. Press the Back key.
      9. Scroll to and touch Google Play Store.
      10. Touch the Clear data button.
      11. If prompted, touch OK on the warning that all the saved information will be deleted.
      12. Press the Home key.
    3. Remount and the memory card:
      1. From the Home screen, press the Menu key.
      2. Tap Settings.
      3. Tap SD card & phone storage or SD & phone storage.
      4. Tap Unmount SD card.
      5. Wait for the phone to say the card is unmounted.
      6. Remove and then re-insert the memory card.
    4. Restart your device.
    5. Open the Play Store and attempt the download again.
    6. If the problem continues see Google Play help.

     

     

    'Your order is processing' error: Play Store

    1. From the Home screen, tap the Menu key.
    2. Tap Settings.
    3. Tap Applications.
    4. Tap Manage Applications.
    5. Tap All.
    6. Find Play Store and tap Clear Cache.