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Get help with Android applications, including the Play Store, that run slowly, freeze, or otherwise stop working.

Steps for all issues

No matter your situation, do the following first:

  1. Turn off your device and restarted it.
  2. Check that your device has the latest software update using our tutorials.
  3. Remove the SD card from your device (if you have one).
  4. Clear the cache, cookies, and temp files on your device.
  5. Get to an area with good signal.
  6. Disconnect from any VPNs or VPN apps.
  7. Check for app updates, including the Play Store app.

If you follow these steps and the issue persists, choose your situation:


Apps freeze, crash, or force close

  1. Log into your T-Mobile account, 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.
  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.

Apps will not update

  1. On your device, select the Play Store app.
  2. Select Menu > My apps & games.
  3. Select Update by 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 instead.

Play Store issues


Google supports the Play Store app, download service, and billing. Access Google Help on your device:

  1. Open the Play Store app.
  2. Select Menu.
  3. Select Help & feedback.

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

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