Purchase not playing

[JustinP]

I’ve made a purchase on Google tv and it keep giving me a error message telling me to restart device.

I have cleared my data, updated device, restarted device nothing works 

[Cathal_S]

Hi JustinP,

All Google Play purchase questions are handled over on their dedicated forum, please ask there.

https://support.google.com/googleplay/community 

[JenniferV]

Hi folks,
 

Thanks for answering, Cathal_S.

JustinP, I wanted to check back in to see if you still have other questions and concerns. Feel free to let us know if you do.

Thanks,

Jennifer

[JenniferV]

Hi there,

It's me again. I don't want to be a nudge but I'd like to check if you still have other concerns. Feel free to reach out if you have more — we're here to help!

Thanks,

Jennifer

[JustinP]

Hi Jennifer, I did reply but its seems to have not reached you. The Google Play team have reached out so I will see how they help. 

At present I cannot play any of my purchases. 

[JenniferV]

Hi JustinP,

Thanks for the update. You may check with them why you're unable to play the TV shows or movies that you purchased from the store. Also, you can try the additional steps below:

1. Close and reopen the Google Play Movies & TV app.
2. Reinstall the Google Play Movies & TV app.
3. Play a movie on the mobile device using the Google Play Movies & TV app. This is to isolate the issue.
4. Clear the cache and data of the Google Play Movies & TV app.
5. Reboot your Chromecast and Wi-Fi router again.
6. Reset your Chromecast.

Keep me posted.

Best,

Jennifer

[JenniferV]

Hi there,

It's me again. I want to make sure you're all good — did those steps help?

Thanks,

Jennifer

[JenniferV]

Hi JustinP,

Just checking in to make sure that you've seen my response. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer

[JustinP]

Hi, no problem be not fixed it. No one other than you has responded.

I had already taken all the steps you suggested other than wiping my device and starting a fresh. None of my purchases are playing not just the one I highlighted 

[JustinP]

Hi Jennifer. Scrap that last message. So I’ve been awaytravelling but have just got home and downloaded the Google play and tv app. My purchases work on the app but none work on the tv

[Jeran]

Hey there JustinP,

Were you able to get your content playing on your Google TV, or did you have any more questions or need any additional help? If you're getting an error message, give this article a read and try the troubleshooting steps listed.

I look forward to your response!

Thank you,
Jeran
 

[JustinP]

Hi Jeran, thanks for the message. I have not and to be honest I’m not impressed with Google. I don’t understand why there is no actual google support I can speak to and have it fixed. I’m certain at least one it not two purchases have now expired and I’ve not been able to watch them. I also do not need any basic advice like clear the cache. Turn it on and off etc. purchases do play on the app on my iPhone. But not on my chrome cast which is stuck in the tv

[Jeran]

Hey there JustinP,

No problem at all, here is how to get a hold of Chromecast Support. You'll just need to get through the prompts, then it will give you the option to talk with an agent either by phone call or online chat.

I hope that helps, and if you had any other questions, please let us know.

Best regards,

Jeran

[Jeran]

Hey there,

Did you have any more questions or need any additional help? 

Thank you,
Jeran
 

[JustinP]

Hi Jeran

thanks for the follow up. I’m ok for now. I’m going to try wiping the whole thing and starting again

[Jeran]

Hey there JustinP,

No problem at all! I'll leave the thread open for a few more days, so you can come back and ask for help as needed.

Best regards,

Jeran

[Jeran]

Hey there,

Did you have any more questions or need any additional help? 

Thank you,
Jeran
 

[Jeran]

Hey there,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran
 

[Jeran]

Hey there!

We haven't heard back from JustinP, and it's been a few days, so I'm locking the thread. As always, feel free to make a new thread if you have any more questions or concerns.

Thank you for your help, Cathal and Jennifer!

Best regards,
Jeran