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Marketplace payment or app issues
Marketplace payment or app issues
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Get help with questions or issues you might encounter while purchasing apps in the Marketplace.
Purchase issues Problem Solution I haven't received the SMS PIN needed to proceed with my payment.
- If you are on data roaming, your PIN might be delayed. Try sending it again.
- Some regions/carriers do not require a PIN confirmation if you make your first purchase over a data connection. In this case, use your data connection to make your first purchase.
App purchases fail when I use my credit card.
- Contact your credit card company to determine the reason for the decline.
- If you have previously used that credit card on another device, it will be tied to that particular mobile number. Purchases attempted on any other number will be blocked.
- If your credit card is not from the same region as your SIM, you will not be able to make purchases.
Something went wrong with the site while I was making a purchase (error message, frozen screen, or slow load times).
Contact support@mozilla.com with the following information about the attempted purchase:
- Time, date and location of purchase
- Phone or device information
- Payment method attempted
I was charged or received a purchase confirmation for the wrong amount or for a purchase I didn't complete. Contact support@mozilla.com. The selected region on the Confirm your mobile number screen is wrong. Click the Change link next to the region. Select your region from the supported regions list. If your region isn't listed, it is not supported. My carrier is not listed on the Confirm your mobile number screen. We may not support payments for your carrier yet. Please use a credit card or check back later. My carrier was previously listed, but I don't see an option to use carrier billing anymore. If you hit errors with carrier billing multiple times, you are automatically switched to the credit card option. App issues Problem Solution My purchased app won't install. If the purchase was successful but you are experiencing problems installing the app, please check the following:
- Make sure you are logged in to the email account you used to make your purchase.
- Check your network connectivity.
If you are still experiencing problems, contact support@mozilla.com.
My purchased in-app items won't work. Help! If your purchase and installation were successful but your in-app items aren't working as expected, please contact the app developer for support. The best way to do that is through the Support Email link from the app details page. My purchased app isn't showing up in the My Apps library. Contact support@mozilla.com. When I try to install an app I purchased, I get the REINSTALL_FORBIDDEN error.
- Make sure you haven't installed the app already.
- If you see the app on your device, it may be incompletely installed. Delete the app and try installing it again.
Frequently asked questions Question Answer Why do I need a Payments PIN? A PIN protects you from unintended purchases. Some carriers don't require a PIN if you make your first purchase over a data connection. Please check with your carrier to see if this is the case with your service. Why am I being asked to confirm my mobile number? A mobile number is used to identify you for carrier billing to prevent others from making unauthorized purchases. How do I unlink my saved credit card from my account? Contact support@mozilla.com to remove your credit card. I don't like the app I bought. Can I get a refund?
- If the app was purchased with a credit card, contact support@mozilla.com.
- If the app was bought with carrier billing, check with your carrier to see if they can issue a refund.
I reset my phone to factory standard. How do I get my paid apps back on my phone? Log in to your Marketplace account and go to My Apps to see all the apps you've previously installed through your account. Install the apps you want. For in-app purchases, please contact the app developer. If the app you want isn't listed, contact support@mozilla.com. I don't see any paid apps on Marketplace. Payments may not be supported for your region/carrier yet. Please check back in a bit. I bought an app on my Firefox OS device. Can I install that app on my Android device? Yes! Log in to your Android device using the same account you used on your Firefox OS device. Go to My Apps on your Android device to see the app library and install the app from there. Can I pay for apps using PayPal? Not yet. We are continually considering new payment providers so please check back. Can I buy apps directly on my Android or desktop device? Not yet. How can I contribute to the Marketplace?
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