Marketplace payment or app issues

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  • Revision id: 82803
  • Created:
  • Creator: Joni
  • Comment: first draft
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Get help with questions or issues you might encounter while purchasing apps in the Marketplace.

Purchase issues

Problem Solution
I've confirmed my mobile number but I haven't received my Bango PIN.
  • Try sending the PIN again. This might take some time if you are on roaming.
  • Some regions/carriers do not require a PIN confirmation if you make your first purchase over a data connection.
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 phone number (eg. on a Firefox OS device), it will be tied to that particular number. Purchase made on other numbers 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 time.)

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 incorrectly for an app. Contact support@mozilla.com.
The selected region on 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.
I cancelled my purchase, but I still got a confirmation. Contact support@mozilla.com.
My carrier was supported, but I don't see an option to pay via carrier billing anymore. If you hit errors with carrier billing multiple times, you are automatically switched to credit card purchases.

Installation issues

Problem Solution
My purchased app won't install. If the purchase was successful and the install failed, please check your network connectivity. If that wasn't the issue, contact support@mozilla.com.
My purchased in-app items won't work. Help! If your purchase and installation are 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.
  • You may have the app incompletely installed. Delete the app and retry installing it.

Frequently asked questions

Question Answer
Why do I need a Payments PIN? A PIN protects you from unintended purchases.
Why am I being asked to confirm my mobile number? A mobile number is used to identify the user for carrier billing.
How do I unlink my credit card which has been saved for my payments? 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", where your apps are listed. 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 FirefoxOS device. Can I install that app on my Android device? Yes! Log in to your Android device using the same account. Go to "My Apps" on your Android device and install the app from there.
Can I pay for apps using PayPal? Not yet. But, we are considering new payment providers.So, please check back.
Can I buy apps directly on my Android or desktop device. No, not yet.
How can I contribute to the Marketplace?