We provide full support for all of our applications.  If you are having trouble installing or using any of our apps please review our selection of FAQ's below for guidance.  If you are unable to find what you are looking for please do not hesitate to contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will do our best to assist you.

Google Play is unable to retrieve your license message

Applies to the following products ONLY:   Crystal Guide Pocket EditionCrystal WidgetGem Carat Weight CalculatorTropical Fish Guide Pocket EditionTropical Fish WidgetVet Nurse Quick Reference


You are receiving "Google Play is unable to retrieve your license at this time.  Please ensure that an internet connection is available and try again." when launching the app.

Why Am I Seeing This Message?
Our app uses the standard Play Store license system;  To allow the app to work offline the Google Play Store caches a license on your device.  When this temporary license expires, the Google Play Store attempts to retrieve an updated licence certificate from their servers.  

If a data connection is not available when the automatic renewal is due, you will be prompted by the app to enable an internet connection so that the Play Store can retrieve it.  If an internet connection is available, then this process will occur automatically without any interruptions/prompts and continued offline use is permitted again. 

Ensure that you have a functional internet connection on your device and try again.  If you are certain that you have connectivity, but are still receiving this message, then the Google Play Store framework may have stopped functioning correctly on your device.  Please follow the steps below to reset the framework:

Open the Android app drawer (where your apps are).
Choose 'Settings', then 'Apps' (some devices may be 'Applications -> Manage Applications' or similar).
Scroll across to 'All' and select 'Google Play Services'.
Press 'Clear data' followed by ok.
Press back and this time select 'Google Play Store'.
Press 'Clear data' followed by ok.
Restart your device and try loading the app again.

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