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Google Play Common questions

  • How To Play
    • I can't install the app.
      it is possible that you are experiencing the issue because of the device cache, or it is caused by a different application. 
      If this is the case, please delete the data as instructed below, and confirm again.
       
      [1] Open the Browser > MENU > Others > Setting > Privacy > Cache Clear
      [2] Menu>Setting>Application>delete application and data(Choose “Apps that you want to uninstall”)
      (*CAUTION:  In some cases when you delete the data, it will be deleted in your application completely.)
       
      *The flow may vary depending on your device. For more details, please refer to your manual, or you can also contact your device manufacturer.

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    • I received the error message "Problem occur under analysis package"
      Please restart your device and re-install the app under the stable network connection.
       
      Also, please note that there is a possibility that your OS version is older than 2.1 if the above method don't help you with the issue.
      If this is the case, please update the Android version of your device, and then retry installing the game.
       
      **How confirm the OS version: 
      Setting >Device info >Firmware version
       
      Kindly refer to your device manual and contact your service provider regariding questions about updating the OS version. 
      *Before updating, please make a backup of your mobile data as it is possible that the data will be deleted after the update.

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  • Fee/Point
    • I purchased an item but it was not added to my account, what can I do?
      In-app purchase may not function correctly under the following circumstances;

      [1] When your device is under high stress
      Please conduct the following operation and retry under good communication circumstances;
      -Restart your device
      -Close all running apps (Stop multi-task)
      -Restart the app
       
      [2] Reflection may be delayed with various kinds of issue, mainly with communication error
      After conducting the in-app purchase, sometimes the result may be delayed to come out with various kinds of issue such as Google Play side server communication delay.
      Please be informed that sometimes this may take 2-3 days, so please be patient until then.
       
      [3] If none of [1] and [2] did not help you with your situation
      We need the following information to properly assist you.
      (1) Transaction Number(ID) which is written on the receipt e-mail from Google or Google Wallet(+)
      (2) Order day and time
      (3) Price
      (4) Purchased item name
      (5) User ID
      (6) User Name
      *If you have been conducting several transactions, we need details of every one of them which may not functioning correctly

      (+) How to confirm the purchase information(Android)
      Please follow the steps below:


      1. Log-in to the Google payment center with the Google Account you use when making your purchasehttps://payments.google.com/payments/home
      2. Click [Transaction]
      3. Open the detail page by clicking the relevant transaction


       Also, please check Google Play Help where you can see further details about how to review your order history.

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    • Would I be charged again with dowloading the app with same Google account?
      You will not be charged again downloading app with same Google account.
      Please contact Google Inc. regarding the details of your questions about payments;
       

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    • Please help me with my purchase.
      Please contact Google Inc. regarding your questions about payments;

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    • Please cancel the order.
      If the app has been purchased from Google Play, you are entitled for a refund if you cancel it within 2hours from purchase on Google Play.
       
      However, if there are no errors or malfunctions in the app, we don't accept refund under any circumstances. With this case, we are unable to refund your purchase. 

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    • My in-app purchase is failed. Please help me.
      Please confirm your payment with the following procedure when your in-app purchase didn't go through correctly;
       
      [1] Log-in to Google Wallet(https://wallet.google.com/) with your Google account which is connected to the app
      [2] Display the purchase history
      [3] Check the purchase information on the list
       
      If you were able to confirm your purchase, please turn OFF the power of your device once and turn it ON, then check the Multitasking before you restart the app.
       
      [NOTES]
      The in-app purchase may take few 

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  • Others/Notes
    • The in-app notice tells me to update the app to the latest version, but when I accessed to the store, I don't see any update button
      lease try the method below before you contact us;
       
      + Device Setting > Application > Google Play > Clear Cache
       
      ** Please contact us if the issue still persist even after you tried the above method
      ** Please be careful not to uninstall the app by mistake
      ** Please take notes of your Data migration information beforehand you try the above method

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    • For Players who have troubles of updating the app
      The issue may be fixed with the following procedures;
       
      - Reboot your device
      Please confirm that whether rebooting your device fix the issue.
       
      - Stop multi-tasking
      Please close all running apps before you update the app.
       
      - Free up your memory
      The update may not be correctly conducted if you don't have enough memory in your device. In that case, please free up the memory by deleting unnecessary app or data files.
       
      - Download with Wi-Fi
      Please use Wi-Fi connection when you update the app 
       
      - Reinstall
      If none of these procedure described above help you with the issue, re-installing the app may fix it.
      However, please be informed that once you uninstall the app, the data will be lost.
      You can restore your data by using "Transfer Code". Please note that you need "User ID" and "Transfer Code" to conduct a data transfer.
       
      ※We don't take any responsibilities of loss caused by procedures described in this note.

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