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Get help with an app
Who to ask depends on the problem.
| Who | Ask them about |
|---|---|
| The app’s developer | The app, its license, downloads, and billing or a refund when you bought from them |
| The store | Payment, billing, and refunds for a store purchase |
| Polaris Locker (self-serve) | Your account, signing in, and privacy: see below |
Start with the app’s help card
Section titled “Start with the app’s help card”On an app’s page in your library, look for Help. When the app’s developer has provided support details, the card says that the developer handles licenses and downloads for that app. It can show:
- a button that starts with Contact and names the developer
- a button that starts with Email and shows an address
- a link that shows the developer’s website
If the card is not there, Locker has no app-support contact for that app. Check the app or store where you got it.
Contact the app’s developer
Section titled “Contact the app’s developer”Contact the app’s developer for a problem with the app, its license, or downloads. If you bought the app directly from the developer, ask them about billing or a refund too.
Contact the store
Section titled “Contact the store”If you bought the app through a store, use that store’s purchase help for payment, billing, or a refund.
Problems with your Locker account
Section titled “Problems with your Locker account”Locker does not have a published public help address. Fix these yourself:
- A sign-in code that did not arrive or has expired: Your sign-in code didn’t arrive.
- A security email that worries you: Secure your account.
- Erase your account: Delete your account.
For an app’s features, billing, or refund, use the developer or store.
Include only what is needed
Section titled “Include only what is needed”Name the app, your device, and what happened. Include the message you saw if it helps explain the problem. Do not send a full license key.