Reinstalling paid for appsSupport


  1. TheRobster

    TheRobster Well-Known Member

    Hi.
    I have just upgraded from S2 to S4.
    I am trying to download apps from Play store which I have previously purchased, but it wants to charge me again.
    I can find the relevant receipts in my Google wallet & Yes I am using the same (my only) account.

    can anybody help?

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  2. SebaKL

    SebaKL Well-Known Member

    If all your account credentials are in order, then I would recommend getting in touch with Play support team. They are surprisingly very prompt.
  3. TheRobster

    TheRobster Well-Known Member

    Thanks.
    But trying to find a contact email address for Google is a nightmare.
    It says contact us, but is full of self help which is no help!
    Flapnoolie likes this.
  4. SebaKL

    SebaKL Well-Known Member

    First, go to:
    https://support.google.com/googleplay/?rd=1#contact=1

    It will give you the Pop Up box to narrow down the problem.

    1. Purchasing Google Play apps
    2. Android Apps & Games
    3. Missing all Paid App & Games

    And now, you should see little blue button at the bottom of the pop up box, which read; "Call Us".

    Fill in your info, specify problem and you are done.

    I don't know whether I got just lucky, but whenever I write with a problem, I get reply within minutes. Literally.

    Best of luck, and do let us know how did that go :)

    cheers
  5. Goodspike

    Goodspike Well-Known Member

    My guess would be you have more than one account you purchased the apps under. I know I have two. If so, sign into Google Play with your other account and see what happens.
  6. Harry2

    Harry2 Well-Known Member

    All your purchased apps or some of your purchased apps want to charge you again?

    Harry
  7. Darnell0216

    Darnell0216 Well-Known Member

    In addition to Harry's question, are you using your purchase history on the PC (https://play.google.com/apps) and My Apps (Play Store -> Menu -> My Apps) on the phone to return to your purchases or are you just going to the app pages?
  8. Goodspike

    Goodspike Well-Known Member

    One other option is that the apps were purchased through Amazon's system.
  9. TheRobster

    TheRobster Well-Known Member

    Hi all.

    Goodspike: I did have 2 accounts and i have checked both.
    I have looked in Google Wallet & the purchases are def. under one account.

    Harry2: All my purchased apps want to charge again.

    Recently, while still owning S2, I did a reboot/factory restore & had no problems at all installing my purchased apps.
    It is only since purchasing my S4.

    SebaKL: I EVENTUALLY got a call from Google! They have elivated it to higher level whatever that means! I dont think they have a clue!

    Im not going to hold my breath!

    Thanks for all your replies. I will let you know if I get a decent outcome.
  10. Flapnoolie

    Flapnoolie Member

    I went to that link from from SebaKL in both IE and Firefox and don't see the blue call us button.
  11. SebaKL

    SebaKL Well-Known Member

    Sorry, I have no idea. Since I moved to Android, I'm a full time Chrome user to take advantage of all the cross OS sync features, extensions etc...
    It works here without any problem, and I did utilize the venue number of times to get in touch with Play support. Always will great success.

    Here is a screen record of the way I do this, following the link, and the stuff that I see:

    https://www.dropbox.com/s/py3uyayz4bniv0o/google.mp4
  12. Flapnoolie

    Flapnoolie Member

    Doh! You're right - I just didn't click far enough in.
  13. LaTuFu

    LaTuFu Well-Known Member Contributor

    Be sure to post up for us the resolution to this, I'm curious to find out.

    I've been through (3) different GS1s (warranty swaps), (2) GS2s, a Motorola Electrify and finally a GS4, never had any problem reloading purchased apps. I was scrolling through my list the other night as I was transitioning my 4, and still had apps I haven't loaded since the GS1 showing up as purchased on my list.
  14. TheRobster

    TheRobster Well-Known Member

    I will keep you informed.
    But I dont think I will here any more.
    I spoke to Google, & they said they will get the next level support to look into it. I bet I get forgotten.
    I contacted the four devs of the four apps I am most desperate for:
    So far, only one has replied. He tpld me to supply proof that I had already purchased, which I did. Now I have heard nothing more.
    I wont hold my breath, & I will probably end up having to pay again :-(
  15. Harry2

    Harry2 Well-Known Member

    That post of Darnell0216 who mentioned going in your Google account on PC ... did you look there also for your purchased apps?

    All your phones should been listed there too ... do you see your new S4 there?

    Harry
  16. TheRobster

    TheRobster Well-Known Member

    Thanks Harry.

    Very Interesting.

    It DOES list my new S4.

    However, in the list of my apps which dates back to December 2011 (2 months after my original S2 was purchased) it DOES NOT list the paid for apps I am after?????

    I wonder where they are?

    I have receipt of purchase in my Google Wallet!
  17. TheRobster

    TheRobster Well-Known Member

    Interestingly, when I look in the All Orders, there is a gap between December 2011 and July 2013!!!!!!

    I think some crucial information is missing, but I bet Google will deny any responsibility.
  18. TheRobster

    TheRobster Well-Known Member

    Now trying to contact Google again via the CALL ME option to give them this information, but it is refusing to allow me to enter text, then says I need to supply more text!!!!
  19. LaTuFu

    LaTuFu Well-Known Member Contributor

    I know this may not be the answer you want, and it certainly won't be a winning suggestion on principle, but...

    You might want to give thought to how much your time is worth. If the apps in question are of the $1-$5 variety, if it were me I would go ahead and buy them again. Not that I wouldn't be aggravated by the breakdown in Google's services or the responses you have received from all parties, if it were me. But after a certain amount of time invested to solve the problem, you're better off just moving forward and dealing with it by either buying again or doing without the apps. Because your time is worth much more than the cost of those apps, and wasting a lot of it to save $5 is silly. You'll throw that away on your next Starbucks or Value Meal.

    Just my thoughts. Sucks that it happened to you.
  20. TheRobster

    TheRobster Well-Known Member

    Hi LaTuFu.
    Thanks for your honest reply.
    Yes, you are right.
    On principal I wanted a result, but I have exhausted my options & it doesn't appear I will here any more.
    I am not prepared to waste any more time, so I will be biting the bullet & paying again under duress!
    Shame that it couldn't easily get rectified.

    Oh well!

    Regards.
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