I Have a Premium Subscription, But I am Still Seeing Ads.

If you have a Premium Subscription in a Microsoft Casual Game and you are seeing ads in your game, there are a few things you can check to be sure your Premium Subscription is accurate, or active.

1. Premium Subscriptions are valid only for the game and operating system on which it was purchased. For example, if you purchase Premium for Microsoft Solitaire Collection on your Windows computer – it will only be valid for Microsoft Solitaire Collection on devices that run the Windows operating system. It will NOT be valid on mobile devices that run iOS or Android, and it will NOT be valid for any other Microsoft Casual Game. 

2. Xbox Game Pass Subscriptions are only valid for Microsoft Solitaire Collection. 
Xbox PC Game Pass is valid in Microsoft Solitaire Collection on a computer running a Windows operating system. It is NOT valid on mobile devices that run iOS or Android, and it will NOT be valid for any other Microsoft Casual Game.

Xbox Game Pass Ultimate is valid in Microsoft Solitaire Collection on both a PC computer running Windows, as well as mobile devices that run iOS or Android. It will NOT be valid for any other Microsoft Casual Game.

To check the status of your Premium Subscription on the device you made the purchase, follow these steps to troubleshoot: 

Windows 

1. Sign into your account in order to verify that your subscription is still active: https://account.microsoft.com/services.
   You should see the date in which your current Subscription will expire. Ensure this is a future date.
   
   (Premium Subscription for Windows)
   (Xbox Game Pass Subscription)
   
   
   
2. If your Subscription is active, go to the Microsoft Store app on your Windows device to check for updates. Verify that the account that purchased Premium is the account that is currently signed in. You can see this by clicking on your profile.
   
   
   
3. If you are signed into the correct account, click on the “Library” icon in the left-hand pane towards the bottom to check for game updates.
   • Click [Get updates] and then [Update all].
   • You may need to click [Get updates] multiple times to be sure you are capturing all available updates.
     
     
     
     
     
4. If you are still experiencing issues with Premium, you can check your Subscription status on Xbox Live by clicking on https://support.xbox.com/en-US/xbox-live-status. Ensure all services are "up and running" and there are no outages noted.
   
   
   
5. Open the Xbox App on your Windows device to ensure you are signed in via the app with the same account that purchased Premium. 
   
   
6. If you are signed in, click the settings gear icon on the left-hand side and 'Sign out'. This can help reset your information. Following this step by signing in once again.
   
   
   
7. If Sign out/Sign in, does not reset your information, try to RESTART your device from the power menu.
   
   
8. Relaunch the game.
9. Verify that you are Signed into the same account that purchased Premium. 

If you play on a Windows device, you can also try resetting your cache by clicking this link: https://www.thewindowsclub.com/reset-windows-store-cache.  Then check for a Windows update. 

If your subscription is still not working, contact our support team here. 

Android 

1. Close the game. 
2. Make sure the device has internet access. 
3. Navigate to the app settings for the Google Play Store. * 
   • GamePass Players: Log into your account and verify that your subscription is still active: https://account.microsoft.com/billing/orders/. Instead of navigating to the Google Play Store. 
4. Clear Data for the Google Play Store.*
   • Settings > Apps >
     
     
     
     
   • Google Play Store >
     
     
     
   • Storage >
     
     
     
   • Clear Cache
     
     
     
5. Re-open the game 
6. Navigate to the premium purchase dialog. 
7. Select "Restore my purchases". 
   
   
   
8. Observe that premium re-appears as expected 

*: These steps might differ depending on the version of Android you have: https://www.androidcentral.com/how-and-when-clear-app-cache-or-data-android. 

iOS 

1. Open the App Store and verify that the subscription has not expired. 
   • App Store > Profile image > Subscriptions 
     
     
   • GamePass Players: Log into your account and verify that your subscription is still active: https://account.microsoft.com/billing/orders/. Instead of navigating to the App Store. 
2. Check for game updates. 
3. Check Xbox Live Status. https://support.xbox.com/en-US/xbox-live-status. Ensure all services are ‘normal.’ 
4. Open the Xbox app on your device. Ensure you are signed in via this app. 
   
5. If not, sign in. 
   
6. If so, sign out and back in. 
    
   
7. Restart your device. 
8. Relaunch game.