In-app purchases (IAPs) are mediated by Google or Apple, depending on the device you use. Generally, all IAPs can only be completed with a credit card, and the respective app stores define payment methods accepted.
Subscriptions, for example, can only be purchased if you have a credit card associated with your account. This is because subscriptions will automatically renew at the end of each period and you will be charged for the renewal.
If you already have a credit card in your Apple/Google account and you're having problems completing a purchase, here are some troubleshooting steps that usually help:
1) Check that you have an active and working Wi-Fi or mobile data connection. A simple way to do this is by searching the web. If you see information on the search you made, your internet connection is probably not the issue. If that search doesn't work, connectivity might be a problem.
2) Force close, then reopen the game and try to make the purchase again.
3) Check if the payment went through. If your payment didn't go through properly, you won't receive the in-app purchase you tried to buy. Check if it went through by verifying your purchase history inside the app store.
4) Restart your device. Sometimes restarting the device can help fix in-app purchase issues.
5) Your device's date and time must be accurate. If you recently changed the date and time on your device, please ensure it's correct.
Also, here are a few common issues related to the app stores according to your device's platform:
Apple
If you have an unpaid balance in the App Store or iTunes Store, you might see one of these messages:
"There is a billing problem with a previous purchase. Please edit your billing info to correct the problem."
"There is a billing problem with a previous purchase. Click Purchase History to view and correct the problem. If you cancel, you cannot buy until this billing issue has been resolved."
If your financial institution declines a charge or there's an issue with your payment method, your order will become unpaid. You won't be able to make other purchases or update apps, including free apps until you update your billing information to pay any unpaid bills.
Find an unpaid bill
On your iOS device: Go to Settings - [your name] - iTunes & App Store, then tap your Apple ID.
Tap View Apple ID and sign in with your Apple ID, then tap Purchase History. (You can also view your purchase history in the App Store or iTunes Store.)
Find the unpaid purchase, which is likely at the top of the list, and tap it, then change your payment method. You must pay for any unpaid purchases or subscriptions before requesting a refund.
Use a different payment method
You can change your billing information in Settings on your iPhone, iPad, or iPod touch, or in iTunes on your Mac or PC. Use a valid payment method in your country or region with money available on it. After you update your billing information, the App Store or iTunes Store automatically attempts to charge any outstanding orders to your updated payment method.
If you see an unexpected charge
After you pay for the purchase, you can request a refund if you don't recognize the purchase. You can also cancel a subscription if you don't want to continue it. If a child or minor has access to your device, you can set up parental controls and restrict their in-app purchases. If the child or minor has their own device, you can also set up Family Sharing to control what they buy on their device. If you previously contacted your financial institution to dispute a charge from the App Store or iTunes Store, you’ll need to contact them again to authorize that charge and future purchases from the App Store or iTunes Store.
If you still need help, please contact Apple Support.
Make sure your card information is up to date in Google Payments.
Expired credit cards or old billing addresses are a common reason for payments not working properly.
Try a different payment method
If you're trying to make an in-app purchase, but the transaction is declined, or the payment won't go through, try to change your payment method. Sometimes, a different payment method will help your transaction go through. To change your payment method:
1) On your Android phone or tablet, try to make a purchase in the app of your choice;
2) When the pop-up with the price shows up, click on the arrow next to the payment method;
3) Choose a different payment method or add a new one;
4) Complete your purchase;
Remove or update expired cards
Expired cards cause payments to be declined. To update expired cards:
a. Sign in to https://pay.google.com with your Google Account;
b. Find the payment method you are trying to use for the purchase;
c. Check the expiration date of the payment methods listed;
d. Remove or update any expired payment methods;
e. Check if your zip code is up to date.
Check the zip code matches your current address
If your credit card is registered to a different address, that can cause the payment to be declined.
1) Sign in to https://pay.google.com with your Google Account.
2) Find the payment method you are trying to use for the purchase.
3) Click Edit.
4) Check that the zip code listed matches the zip code of your card's billing address. If needed, update the zip code.
Force Google Play to stop and clear the cache and data
The instructions may vary from one device to another.
a. Open your device's Settings app on your Android phone or tablet;
b. Scroll down and tap Apps or Application Manager;
c. Select Google Play Store;
d. Tap Force stop;
e. Now, go back to the settings and select "Storage"
f. Find Google Play and tap "Clear cache" and "Clear data".
6) Reopen the game and try making your purchase again.
If you still need help, please contact Google Support.
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