Most issues are tied to Google Play or to device/account actions. Read all points below carefully.
If you still have issues, see the Contact support section at the end of this page.
License FAQ
Where can I find my order number (orderId)?
Your order history is available at Google Payments: https://payments.google.com/
Will my Google Play license work on another device?
Yes. Licenses purchased on Google Play are tied to your Google account, so they work on any device using the same account.
Can I migrate my Google Play license to another Google account?
No. Google Play licenses are tied to your Google account and Google does not provide a way to migrate a purchase to another account.
Will my Google Play license work on devices without Google Play?
No. Google Play licenses require Google Play and the Google account used for the purchase.
Can I migrate between Google Play and Ko-fi licenses?
No. There is no migration between Play Store licenses and Ko-fi licenses. The process is manual, and Ko-fi is already not sustainable long-term.
Troubleshooting
Purchase issues
Google Play / payment problems
- Card issues: Not all cards work with Google Play. Some banks require validation in a banking app that can fail. Try another card or PayPal.
- Google account sync required: Make sure App data sync is enabled for the Google account used to purchase.
(Android Settings → Accounts → Google → App data sync) - Biometric authentication bug: Toggle the Play Store Biometric authentication setting (enable → disable, or the opposite if you already use it).
- Incorrect date/time/time zone: Your device must have correct date, time, and time zone. A reliable fix is to set an obviously wrong date/time, then set the correct values again.
- New phone / restore right after install: Press the purchase button. If Play Store shows an error like “already owned”, reboot the phone and the license should work.
- Outdated Play Store (common on some Chinese devices): You need a recent Play Store version. Some devices ship with versions that are no longer supported by Google libraries. You can update it from:
https://www.apkmirror.com/apk/google-inc/google-play-store/ - 中文说明（Play 商店版本过旧）：
您需要在您的设备上安装最新版本的 Play 商店。在许多中国手机上，Play 商店的版本已经有 2 年之久，并且不再受到 Google 库的支持。您可以从以下地址更新：
https://www.apkmirror.com/apk/google-inc/google-play-store/
Alternate purchase method (if Play Store isn’t possible)
If you can’t purchase via Play Store in your country, or can’t get your payment method to work, use the alternate solution here:
http://support.symfonium.app/t/how-can-i-pay-for-symfonium-without-google-play/1290/2
License issues
Multiple Google accounts on the device
If you have multiple Google accounts, Symfonium must be installed using the same account that made the in-app purchase.
Recommended fix:
- Uninstall Symfonium.
- Reinstall it from the Google Play Store website on a computer while logged in with the correct account.
Lucky Patcher
Lucky Patcher can break Play Store license checks and impact in-app purchase validation.
- Disable all In-App emulation functions in Lucky Patcher.
- Uninstalling Lucky Patcher alone is not enough.
Ad blocker / no internet / firewall
Symfonium performs a license check over the internet regularly when launched.
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If you use AdBlock Plus, it may block validation. Temporarily disable it and launch Symfonium again.
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Ensure Symfonium has unrestricted internet access and can reach genimee.com over HTTPS.
- Test in a browser: https://genimee.com/test (should show OK)
- Check firewalls/security apps/VPN filtering.
Google Play license replication / restore glitches
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Just purchased: It can take a couple of hours for Google to replicate/validate the license across devices. You can usually speed up the process by pressing the restore license. If the buy screen shows “already purchased”, reboot the device.
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Play Store didn’t return the license: Press the purchase button. If Play Store shows “already owned”, reboot the phone and the license should work.
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Also re-check these common Play Store requirements:
- App data sync enabled for the purchasing account.
- Toggle Biometric authentication in Play Store.
- Correct date/time/time zone (set wrong → set correct).
- Up-to-date Play Store, especially on some Chinese devices (APKMirror link above).
- 中文说明（同上）：
您需要在您的设备上安装最新版本的 Play 商店。在许多中国手机上，Play 商店的版本已经有 2 年之久，并且不再受到 Google 库的支持。您可以从以下地址更新：
https://www.apkmirror.com/apk/google-inc/google-play-store/
Backup restoration (Titanium, etc.)
If you restore a backup that includes Symfonium, license information may be detected as a license hack attempt and trigger extra validation (which can take time).
- Recommended: reinstall Symfonium from the Play Store instead of restoring the app itself.
- If you reinstall, export Symfonium data first from the settings menu.
Ko-fi licenses
- Trial/device IDs depend on your device and ROM. If you change device or reformat, the ID changes. Contact support with the previous ID and the new ID so it can be migrated.
- Ko-fi is intended for de-googled users. It is not intended for frequent phone reformats since migrations are manual.
Contact support
Before contacting support, read and apply the relevant sections above (re-check if unsure). Then contact support with:
- Order number (orderId) from https://payments.google.com/
OR (Ko-fi) your trial/device ID and Ko-fi user name - Logs: https://support.symfonium.app/t/wiki-how-to-gather-logs/18
Important: When gathering logs, click Purchase Unlocker again to reproduce the error message (or use Restore license) to include more details. - A short description of what you tried for each relevant FAQ point and what happened.
Support cannot help without all of the above information.