Google Play Store is not running on my phone

Last Update date : Nov 10. 2021

Please Note: The information on this page is for New Zealand products only. Sequences or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.

If the Google Play Store seems to be not running (or not responding) as it should on your device, there could be a few factors such as needing to clear cache and data of the application or the application has been disabled or hidden. 


To clear the cache and data of the Application see steps below:

1 Open Settings on the device.
2 Tap Apps
3 Scroll down and Select Google Play services . Select Storage then Clear Cache
4 Tap the back button, Scroll to Google Play Store Select Storage then tap Clear Cache and Clear Data.
5 Restart your device and launch the app again.
6 If you are still having problems using the Google Play Store , reboot your phone. You may also try to uninstall and then reinstall the app causing the issue.


  • Google Play Store is a native (pre-installed) application. This can not be un-installed. If it goes missing on your apps page, check if it disabled or hidden. You can do this by Opening Settings > Apps > Google Play Store
  • If you are unable to download any apps from Google Play Store, please confirm that your device is connected to the Wi-Fi properly.
  • Factory Reset is considered the last resort. If needed to be performed, please back up your data prior the procedure. Files and applications will be deleted upon reset.

You can download the user manual from our Manuals & Downloads page. For all other queries or further technical assistance, please call Samsung Customer Care on 0800 726 786 or Live Chat with our Technical Team online, services are open 24 hours, 7 days.

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