Get help with questions or issues you might encounter while purchasing apps in the Marketplace.
Table of Contents
Purchase issues
| Problem | Solution |
|---|---|
| I haven't received the SMS PIN needed to proceed with my payment. |
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| App purchases fail when I use my credit card. |
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| 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:
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| 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:
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. |
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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? |
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| 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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