If you are having trouble subscribing to Sideline or having trouble completing a payment in the app store, please refer to our Sideline Service Status Page first to check if there are any current purchase disruptions with your app store.
If there are no disruptions, please follow the steps below in an attempt to resolve prior to contacting our Support team.
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Note: If you are receiving the error message 'Error retrieving information from server. DF-DFERH-01' while trying to subscribe to Sideline or upgrade, Google recommends clearing your device's cache. (Instructions)
Accordion Section 1 Name: Check to see if your Sideline app is updated
From your Android device:
- Open the Google Play Store
- Click "Updates" to view your recently updated apps
Accordion Section 2 Name: Confirm that you have a valid credit card on file in your Google Wallet
To remove an old credit card (update payment method):
- Log into Payment Methods in Google Pay
- Tap on the old card and click "Remove"
Accordion Section 3 Name: Reset your network connection and try to subscribe again
- Delete Sideline
- Restart your device
- Download Sideline from the Google Play Store store
- Log in with your Sideline credentials
- Try to subscribe again
Accordion Section 4 Name: Confirm that you don't have any old Google accounts on file
To remove an old Google account:
- Open your device's setting app
- Tap "Users & Accounts"
- Tap the account you want to remove
- Select "Remove account"
Accordion Section 5 Name: Make sure your Google Play app is updated
To update the app:
- Launch the Google Play Store
- Slide-out the menu
- Tap Settings
- Scroll to the bottom of the list where you will find "Build Number" entry and tap
- If an update is available, you'll receive a prompt like the one shown above.
Accordion Section 6 Name: Contact Google Play Support
If the above troubleshooting steps don't resolve your issue, please reach out to Google Play Support as there could be an issue with your Google Play Store account.
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If you are still unable to subscribe after taking the above steps, please contact us at support@sideline.com for further assistance.
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Accordion Section 1 Name: Check to see if your Sideline app is updated
From your iPhone:
- Open the iTunes store
- Click "Updates" to view your recently updated apps
Accordion Section 2 Name: Confirm that you have a valid credit card on file for your Apple ID
To change your payment information, visit Apple's Help Site article for more information.
Accordion Section 3 Name: Reset your network connection & try to subscribe again
- Delete Sideline
- Restart your iPhone
- Download Sideline from the iTunes store
- Log in with your Sideline credentials
- Try to subscribe again
Note: You will not lose your Sideline number.
Accordion Section 4 Name: Enable/Disable restrictions for in-app purchases
If you have restrictions enabled in iTunes for in-app purchases, this could be the reason why you are unable to subscribe to Sideline.
To learn more, please visit Apple's Help Site article for further instruction.
Accordion Section 5 Name: Contact Apple Customer Support
If the above troubleshooting steps don't resolve your issue, please reach out to Apple Support as there could be an issue with your iTunes account and/or Apple ID.
Accordion Section 6 Name: Check Apple's System Status Page
If the steps above do not resolve your issue, then it is likely that there is an outage with Apple in relation to App Store Purchases.
Please visit Apple's System Status Page to learn of any current status issues which may impact the Sideline subscription process.***
Note: Pay attention to the above areas in particular when visiting Apple's System Status page to determine why there is a potential disruption with subscriptions.
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If you are still unable to subscribe after taking the above steps, please contact us at support@sideline.com for further assistance.
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