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When using your Android device, you may occasionally run into issues where applications, including the Play Store, run slowly, freeze, or otherwise stop working. Follow the steps below to troubleshoot these issues so you can get back to enjoying your device.


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Before following the applicable steps below, ensure the following:

  You have turned off your device and restarted it. Amazingly, this fixes many issues.

 You have verified your device has the most current software version.

You have removed the SD card from your device (if you have one)

 You have cleared the cache, cookies, and temp files on your device.

 You are in an area with good signal. If not, attempt to move to one and then try again.

 You are not connected to a VPN or using a VPN app.

 Your device has the most current application version, including the Play Store app.

If your device meets the criteria above, but the issue persists, proceed with the applicable troubleshooting steps below.

Apps freeze, crash, or force close
  1. Open, and check if you have you have FamilyMode, Content Blocking, or Family Allowances. These services may block the app from working. Make the necessary updates and then try again.
  2. Wipe the cache partition to clear system memory. Visit Devices > choose your device > Device resets.
  3. Uninstall the app you have problems with, and reinstall it.
  4. Check your device has enough free storage space. T-Mobile recommends having at least 15% of the on-device storage free.
  5. If you continue to have problems, contact the developer of the app.
    • If the app came with the phone, contact the device manufacturer for help.
    • If you downloaded the app, contact the app developer through the Play Store.
  6. You can also visit Fix an installed Android app that isn't working - Android Help.
Apps will not update
  1. On your device, select the Play Store app.
  2. Select the Menu icon > My apps & games.
  3. Select Update next to the desired app. You can also choose Update All.
  4. Wait for the app to update.
  5. Restart the device, and test if the app is functioning correctly.
  6. If the issue persists, follow Play Store issues below.
  7. You can also visit Fix an installed Android app that isn't working - Android Help.
Play Store issues

Google supports the Play Store app, download service, and billing. Most answers can be found on the Google Play Help Center. You can also access Google Help on your device.

  1. Open the Play Store app.
  2. Select the Menu icon.
  3. Select Help & feedback.
  4. Navigate to the applicable section.

For Carrier Billing issues with Play Store, see Apps, downloads, and other content purchases.

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