Frequently Asked Questions (FAQS)

Problems with your account?

Please contact our Support team.

Having Wifi issues?

If you're having trouble downloading via Wifi please turn of Wifi and connect through 3g or 4g using mobile data.

My game/app is freezing.

If an app on your device is crashing, won't open or respond or isn't working properly, there are a number of things you can do to resolve the issue.

  1. Try restarting your device
  2. Uninstall the game/app and re-download from your My Account page.
  3. Check your phone for system updates.
  4. Clear the cache for the app
    • Open your Settings
    • Select Apps or Application Manager
    • Select the game/app with the error
    • Select Clear Cache
  5. Clear the data for the app
    • Open your Settings
    • Select Apps or Application Manager
    • Select the game/app with the error
    • Select Clear Data
  6. If the error persists please contact our support teams

Where can I find a game/app?

At the top of every page within Marketplace you will find a search box. Enter in the item you're after and let our search engine do the rest. If the item you're looking for is unavailable, please try again later as your item may become available.

How can I turn on 'Install from unknown sources'?

Authentication settings apply only to the device where you add them. To turn authentication on or off, follow the steps below:

  1. Open up your phone's Settings .
  2. Go to Security .
  3. Tick or un-tick Unknown Sources .

How do I re-install my app?

To re-install your item please go to your My Account page or to the item itself within Marketplace. If the item is missing you will need to either re-download your item and/or contact the support team for further help.

Where are the free games?

Free games and apps will be located in the category sections.

How do I cancel/unsubscribe from my subscription?

To unsubscribe from one of our services, please go to your My Account page and select Manage my Subscriptions . From there you will be able to unsubscribe your subscription.

Email or call us: Hotline: 1300 724 406 Email:

Add game/app to my account

When you purchase an item from Marketplace it will automatically get stored in your My Account page.

Can't find a game/app? (device support)

When searching or browsing Marketplace, you'll only see games and apps that are compatible with your device. Game and app compatibility can change over time. If you can't find what you're looking for please come back later as it may become available at a later date.

Can't find my downloaded game, app, album, track, video or wallpaper

All content and subscriptions will be available from your My Account page. If you're re-downloading you may be asked to verify your account again for security purposes.