Play Store issues on an Android device

Troubleshoot issues accessing the Play Store on an Android device.

 

If you need help with doing any step, visit the Devices page, select your device, and find the steps.

 

 

Can't access the Play Store

  1. Check the following:
    • You can get online and connect to the Internet.
    • You can sign in to your Gmail account.
    • Two-Way Verification is 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. Perform a master reset on your device.

 

 

Error when downloading or updating an app in the Play Store

  1. Check that you're connected to Wi-Fi and can access the Internet.
  2. Clear the cache of the Play Store app and download manager:
    1. From the Home screen, press the Menu key.
    2. Tap Settings.
    3. Tap Apps.
    4. At the top of the screen, tap the All tab.
    5. Scroll to and tap Download Manager.
    6. Tap Clear data.
    7. If prompted, tap OK on the warning that all saved information will be deleted.
    8. Press the Back key.
    9. Scroll to and tap Google Play Store.
    10. Tap the Clear data button.
    11. If prompted, tap OK on the warning that all 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 reinsert 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 in the Play Store

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