• Why are installed games not showing up in “My Games”?

    We are no longer operating QooApp 6.0.0 and any earlier versions. Please update QooApp as soon as possible and your installed games should show up normally. 
  • Why are some games not downloadable?

    1) Grey download button: If your Android version does not meet a game’s requirement, the download button is grey and not responsive.

    2) Google Play download button: Some games are not supported by QooApp and their game profiles should direct you to Google play.

    3) Device not compatible: When this message appears on the download button, that means your devices are not compatible with the game. Please try again with models suggested by the developer.


  • Why do some games fail to download?

    1) Internet issue: Please download using wifi.

    2) Device storage: Please spare more device memory.

    3) Clear data: Please go to your device setting, find QooApp in “Application” and tap “Clear Data”. Please bind your QooApp account before clearing data.

    4) Download stuck at 100%: Go to the game profile in QooApp and tap “Delete APK", then you should be able to download the game without any trouble.

    5) Apk is safe/scanning for threat/unable to scan: Please turn off Lookout and try again.

  • Why do some games fail to install?

    1) "Install" button not responding: Try turn off light adjusting app and unofficial device themes. 

    2) Parse error: Please go to the game’s profile in QooApp, open the top right menu and select “Delete APK”. Reinstall the game and the process should run normally.

    3) Download stuck at 100%: Go to the game profile in QooApp and tap “Delete APK", then you should be able to download the game without any trouble.

    4) Application not installed: 

    1. Lack of memory: You are advised to have at least more than 10% empty space in your device.

    2. If your game are not downloaded from QooApp or Google Play, you will not be able to update it via these platforms. Please bind your account, delete the apk, and download from these platforms.

    3. Internet issues: Unstable internet may lead to incomplete download. Go to the game’s profile in QooApp, open the top right menu and select “Delete APK”. Then download again with wifi. 

    4. SD card:

      1. Please avoid using SD card as your default storage. You are advised to use the device internal memory as default storage.

      2. Remove SD card and try install again. 

      3. Please avoid merging SD card memory with internal memory. Un-merge and move the game file to internal memory to ensure proper installation.

    5. Google Play: Go to your device setting and find Google Play in application setting. Tap “Clear data” and delete the old APK. Then try install the game again. 

    6. Rooted device: Download ES File Explorer. Go to “.android_secure/” and delete “smdl2tmpl.asec”. Then delete the apk and reinstall.

  • Why are some games not updated?

    1) For some games we need the publishers to provide the apk files. The process may take some time but we will continue to speed up communication with our partners. 

    2) Some games have different versions in various game stores and websites, but the in-game contents are essentially identical. 

    3) Localized versions may not share the same content with the original game. 

    If you find a game that is not updated in QooApp, go to the game's profile and tap the "Not Updated?" option in the top right menu.

  • Why does "Download failed because you may not have purchased this app" show up?

    The application's obb file may not have installed properly. 

    1) Internet issue: Please use wifi to download any game to avoid data loss. Then go to the game's profile page on QooApp and tap "Re-download". 

    2)  Authorization: You have not authorized QooApp to access your device storage. Please go to your application setting, find QooApp and enable the corresponding authorization option. Then go to the game's profile page on QooApp and tap "Re-download". 

    Don't delete your game before binding account! 

  • Why do my games quit unexpectedly?

    1) Quit once launch: This happens to games with split apks. Devices such as Vivo and Meizu must download split apks from Google Play. Xiaomi devices must have “MIUI optimization” switched off and must be restarted in order to download split apks from QooApp. Detailed guide to switch off "MIUI optimization": https://notes.qoo-app.com/en/note/139413 .

    2) Quit after entering the game successfully: This may be an in-game bug or a sign that your device doesn't have enough ram. Please avoid running multiple applications at the same time.

    3) Google Play Services/Google play Store: Devices without Google Play Services or the latest Google Play Store or the latest may not be able to run certain games. Please install or update these services.

    Don't delete your game before binding account!

  • I did not receive any iQ after a successful purchase.

    Our customer service team will help you with any problems concerning iQ transaction. Please tap “Contact CS” and provide the following information: UID, screenshot of transaction record, details about the problem encountered.

  • What should I do if I can't find an answer to my question in this FAQ?

    Mr. Qoo is here to help you! Send him an email: mr@qoo-app.com

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