NOTE: Google has made the decision to pause all purchases in Russia in the coming days . This means that if you’re based in Russia, you will not be able to make an app purchase or in-app purchases with Google Play. For more information and and any help from Google play visit https://support.google.com/googleplay/android-developer/answer/11950272?hl=en
We're super happy that you want to make a purchase of one of our apps 🥳 but unfortunately sometimes things can go wrong and we know that can be pretty annoying 🤨 (communication between different servers, the internet in general e.t.c).
Hopefully some of the following tips, will help make sure your purchase was a success, but if not please read the bottom of the page for instructions on how to reach out and what information we would need.
If you're unable to make a purchase with the purchase method setup in your app store, then please visit the following sites to see what methods are available in your region:
App Store - https://support.apple.com/en-us/HT202631
Google Play - https://support.google.com/googleplay/answer/2651410
Amazon AppStore - https://www.amazon.com/gp/help/customer/display.html?nodeId=GRBHRJHSSV9RA2PM
If you're trying to make an purchase and you are getting an error message then please try the following:
Sometimes it's worthwhile giving it some time or trying another purchase method. There are a few other things you can check also:
Are you able to check the settings with your app to make sure that the store is not disabled? You can go to: settings>scroll down to the app to check this. Also, you might want to make sure that in-app purchases are not disabled with your app store settings and that there are no other parental settings in place which could affect the attempted purchase.
If you're on an iOS device, then please also check your Screen Time settings, in particular the "Content and Privacy Restrictions" to make sure nothing is preventing the purchase (Especially make sure "Itunes and App Store purchases" are toggled to "Allow".
If that doesn't help you might want to see if you can make the purchase on another network/internet connection? Sometimes it can just be that it's during a really busy time when lots of other people are attempting a purchase, so you might want to try later.
If you're on an iOS device, then please also check your Screen Time settings, in particular the "Content and Privacy Restrictions" to make sure nothing is preventing the purchase (Especially make sure "Itunes and App Store purchases" are toggled to "Allow".
If that doesn't help you might want to see if you can make the purchase on another network/internet connection? Sometimes it can just be that it's during a really busy time when lots of other people are attempting a purchase, so you might want to try later.
For any further purchase troubleshooting with purchasing an app then please either reach out to us by clicking "Contact us" in the top right, or reach out to your app store for more app store specific support.
If you're unable to access an in-app shop then try the following:
Make sure you're running the latest version of the app (make sure you have room on the device for updates!) and if you're on a device using the Google Play store, then you can check the settings for the Google Play store app and under "storage" clear the cache to see if that helps.
If you've made an in-app purchase and it looks like it was successful but nothing is showing up, then try the following:
If you're on an iOS device, try and click the "Restore purchases" button at the bottom of the in-app shop. Hopefully this fixes the issue but if not take a screenshot of any messages that pop up.
Or
If you downloaded the app from the Google Play store, then go to Settings on your device, go to Apps section and find "Google Play Store" app, open it and find the option to "Clear Cache". Then restart app and your locations should show up.
Or
If you downloaded the app on an Amazon device, then go to Settings on your device, go to Apps section and find Toca Life World, open it and find the option to "Clear Cache". Restart the app and your purchase should show up.
Or
If you downloaded the app on an Amazon device, then go to Settings on your device, go to Apps section and find Toca Life World, open it and find the option to "Clear Cache". Restart the app and your purchase should show up.
If there's been an issue at the time of purchase but you received a receipt, then (depending on certain payment methods) it can take up to 24 hours to show up. So please try the above and if your purchase hasn't shown up then read the bottom of the page for instructions on how to reach out and what information we would need.
If you're still not able to make the purchase from your device or haven't received what you bought, then it would be great if you could use the "Contact us" link at the top right of our FAQ page and provide us with some more details so that we can investigate further. 🔍
- The device model are you using
- The operating system is running on your device
- The device model are you using
- The operating system is running on your device
- The version of the app you are running
- A screenshot of any error messages popping up
- A screenshot of any error messages popping up
- If you've made an in-app purchase and not received it then we'd need the rceipt and your device ID:
To find out what your device ID is:
Open the app (Toca Life World/Toca Hair Salon 4), tap on the logo five times and a bunch of numbers will show up. Take a screenshot of it or write down and send to us.
Open the app (Toca Life World/Toca Hair Salon 4), tap on the logo five times and a bunch of numbers will show up. Take a screenshot of it or write down and send to us.