Software malfunctions or incorrect device settings may cause issues with AppGallery purchases. This article provides basic troubleshooting steps to resolve the issue.
Before you follow the instructions below:
- Write out the main information about your account:
- Account ID. To find it, tap your avatar in the upper-left corner.
- Team name (nickname).
- Team level.
- Server number.
- Guild's name (if you are a Guild member).
- Ensure that your game account is linked to AppGallery.
- Your mobile device has to meet the minimum requirement of 2 GB of free RAM. Stable performance cannot be guaranteed on devices with less RAM.
- Check whether you are logged in to the AppGallery
app. Log in if necessary.
- If you are already logged in, log out and log back in.
- Check that the AppGallery app is up to date.
- Find the HMS Core
app in AppGallery. Make sure it is up to date, or update it if needed.
- Launch AppGallery and tap Me in the lower-right corner. Then leave the app running in the background.
- Launch the game and attempt to make a purchase.
- Open the device settings and navigate to the Apps section. Open the app list.
- Find Google Play Games
and select it.
- Tap Storage.
- Tap Clear cache and Clear data.
- Launch Hero Wars: Alliance installed from AppGallery.
- Try to make a purchase.
Make sure you remember your Huawei account login details, then reinstall the HMS Core app.
Because HMS Core is pre-installed on Huawei devices, it cannot be fully removed. To troubleshoot, delete all installed updates, then update HMS Core to the latest version. After that, allow all required permissions and try to make a purchase.
- Make sure you remember your Google account login details.
- Go to device settings and open the Accounts section.
- Select Google and remove your account from the device. Note that this does not delete your account; it only removes it from your device.
- Delete the Play Games
- Delete the version of Hero Wars: Alliance installed from AppGallery.
- Reboot your device.
- Install the game from AppGallery
- Launch this version and try to make a purchase.
- Go to AppGallery
- Press Me in the lower-right corner.
-
Scroll down the list and go to Settings.
-
Tap Manage app services.
-
Select Joint-operation services.
-
Tap Cancel next to Hero Wars: Alliance.
- Restart the game and try to make a purchase.
If you encounter a critical error, try clearing the cache for Google Play and Huawei services.
Note: Make sure you remember your Google and Huawei account login details before following the steps below.
- Open the device settings and navigate to the Apps section. Open the app list.
- Find Google Play Store
and select it.
- Tap Storage.
- Tap Clear cache and Clear data.
- Go back to the device settings and go to the Apps section again.
- Find Google Play Games
- Tap Storage.
- Tap Clear cache and Clear data.
- Then launch the Play Games application and log in to your account.
- Go back to the device settings and go to the Apps section again.
- Find Google Play Services
and select it.
- Tap Storage.
- Tap Clear cache and Clear data.
- Go back to the device settings and go to the Apps section again.
- Find AppGallery
- Tap Storage.
- Tap Clear cache and Clear data.
- Go back to the device settings and go to the Apps section again.
- Find HMS Core
- Tap Storage.
- Tap Clear cache and Clear data.
- Reboot your device and try to make a purchase again.
Payment issues may occur if your device automatically stops apps when they enter the background.
1. Go to battery settings.
2. Open the Battery Saver page.
3. Toggle off both the Save Battery and Ultra Battery Saver options.
4. Restart the game and try to make a purchase again.