Why can't I find or install an app from the Windows Store?

Applies to

Applies to

Surface RT, Surface 2.

Applies to

Surface 3, Surface Pro 3, Surface Pro 2, Surface Pro.

Applies to

Surface RT, Surface 2.

Operating system:

Problems with Windows Store apps can be related to incorrect settings, app unavailability or incompatibility, or use of a metered Internet connection. Here’s info to help fix problems finding or installing Store apps.


Your regional settings may be incorrect

If your regional settings in Windows are incorrect, you may see unexpected behavior or problems in the Store, including the inability to find or install Store apps. You may have problems if:

Your payment method doesn’t match your country or region

To buy an app from the Store in a specific country or region, based on the Home location setting for your Surface, your payment method needs to be from that country or region. To make sure your settings are correct, see Check your country or region setting below.

The app isn’t available in your country or region

Some apps are unavailable in some countries or regions. In this case, if someone shares a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available. See Check your country or region setting below.

Check your country or region setting

Step 1:  Go to Start Windows logo, and select Settings > Time & language > Region & language.
Step 2: 

Under Country or region, check if your location is set correctly and change it if it's not.

The app is no longer available in the Store

Sometimes apps are removed from the Store. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available.

The app might be hidden

Family Safety settings might be hiding apps

For more info, see Set up Family Safety.

Apps compatible only with Windows 10

If you haven’t updated your Surface Pro, Surface Pro 2, Surface Pro 3, or Surface 3 to Windows 10, you may not be able to see apps written for that operating system. For more info, see Upgrade Surface to Windows 10.

You’re using a metered Internet connection

If you can’t install an app and you’re using a mobile connection, it may be because you’re on a metered connection. By default, tethered and mobile broadband connections are metered, meaning you can be charged by the amount of data you use. Here’s how to switch your connection to unmetered:

Step 1:  Go to Start Windows logo, and select Settings > Network & Internet > Cellular.
Step 2: 

Select the connection you want to change and select Advanced options.

Step 3:  Under Data usage, turn Set as a metered connection on or off.

Problems with Windows Store apps can be related to incorrect settings, app unavailability or incompatibility, or use of a metered Internet connection. Here’s info to help fix problems finding or installing Store apps.


Your regional settings may be incorrect

If your regional settings in Windows are incorrect, you may see unexpected behaviour or problems in the Windows Store, including the inability to find or install Store apps. You may experience problems when:

Your payment method may not match your country or region

To buy an app from the Store in a specific country or region (based on the Home location setting for your Surface), your payment method needs to be from that country or region. To check your country or region setting, see below.

The app isn’t available in your country or region

Some apps are unavailable in some countries or regions. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available. To check your country or region setting, see below.

Check your country or region setting

Step 1:  Swipe in from the right edge of the screen, and select Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down, and select Settings.)
Step 2:  Select Change PC settings >Time and language > Region and language.
Step 3:  Under Country or region, look to see that your location is set correctly, and change it if it is incorrect.

The app is no longer available in the Store

Sometimes, apps are removed from the Store. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available.

The app might be hidden

Windows Store preferences might be hiding apps

You can set preferences in the Store for accessibility or preferred language. When you browse or search for apps in the Store, these settings can filter out apps that don’t match your preferences. For more info, see Set your preferences for the Windows Store.

Family Safety settings might be hiding apps

For more info, see Use Family Safety with the Windows Store.

Apps incompatible with Surface RT and Surface 2 are hidden

For Surface RT and Surface 2, the Store automatically hides incompatible apps so that you don’t try to install apps that won’t run on Windows RT 8.1.

Apps only compatible with Windows RT 8.1 or Windows 8.1 RT Update 3

If you haven’t updated to Windows RT 8.1 or Windows 8.1 RT Update 3 on your Surface RT or Surface 2, you may not be able to see apps written for Windows RT 8.1or Windows 8.1 RT Update 3. For more info, see Get Windows 8.1 RT Update 3.

You’re using a metered Internet connection

If you can’t install an app and are using a mobile connection, it may be because you’re on a metered connection. By default, tethered and mobile broadband connections are metered, meaning you can be charged by the amount of data you use. To switch your connection to unmetered:

Step 1:  Swipe in from the right edge of the screen, and select Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down, and select Settings.)
Step 2:  Select Change PC settings > Network > Connections.
Step 3:  Tap or click the connection you want to change, and under Data usage, turn Set as a metered connection on or off.

See Metered Internet connections: FAQ for more info about metered connections.


Problems with Windows Store apps can be related to incorrect settings, app unavailability or incompatibility, or use of a metered Internet connection. Here’s info to help fix problems finding or installing Store apps.


Your regional settings may be incorrect

If your regional settings in Windows are incorrect, you may see unexpected behaviour or problems in the Windows Store, including the inability to find or install Windows Store apps. You may experience problems when:

Your payment method may not match your country or region

To buy an app from the Store in a specific country or region (based on the Home location setting for your Surface), your payment method needs to be from that country or region. To check your country or region setting, see below.

The app isn’t available in your country or region

Some apps are unavailable in some countries or regions. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available. To check your country or region setting, see below.

Check your country or region setting

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down, and click Settings.)
Step 2:  Tap or click Change PC settings.
Step 3:  Tap or click Time and language, and tap or click Region and language.
Step 4:  Under Country or region, look to see that your location is set correctly, and change it if it is incorrect.

The app is no longer available in the Store

Sometimes, apps are removed from the Windows Store. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available.

The app might be hidden

Windows Store preferences might be hiding apps

You can set preferences in the Store for accessibility or preferred language. When you browse or search for apps in the Store, these settings can filter out apps that don’t match your preferences. For more info, see Set your preferences for the Windows Store.

Family Safety settings might be hiding apps

For more information, see Use Family Safety settings with the Windows Store.

Apps incompatible with Surface RT and Surface 2 are hidden

For Surface RT and Surface 2, the Store automatically hides incompatible apps so that you don’t try to install apps that won’t run on Windows RT 8.1.

Apps only compatible with Windows RT 8.1 or Windows 8.1

If you haven’t updated to Windows RT 8.1 on your Surface RT or Windows 8.1 on your Surface Pro, you may not be able to see apps written for Windows RT 8.1 or Windows 8.1. For more info, see Update Surface from Windows 8 to Windows 8.1.

You’re using a metered Internet connection

If you can’t install an app and are using a mobile connection, it may be because you’re on a metered connection. By default, tethered and mobile broadband connections are metered, meaning you can be charged by the amount of data you use. To switch your connection to unmetered:

Step 1:  Swipe in from the right edge of the screen, and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2:  Tap or click Change PC settings, tap or click Network, then tap or click Connections.
Step 3:  Tap or click the connection you want to change, and under Data usage, turn Set as a metered connection on or off.

Problems with Windows Store apps can be related to incorrect settings, app unavailability or incompatibility, or use of a metered Internet connection. Here’s info to help fix problems finding or installing Store apps.


Your regional settings may be incorrect

If your regional settings in Windows are incorrect, you may see unexpected behaviour or problems in the Windows Store, including the inability to find or install Windows Store apps. You may experience problems when:

Your payment method may not match your country or region

To buy an app from the Store in a specific country or region (based on the Home location setting for your Surface), your payment method needs to be from that country or region. To check your country or region setting, see below.

The app isn’t available in your country or region

Some apps are unavailable in some countries or regions. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available. To check your country or region setting, see below.

Check your country or region setting

Step 1:  Swipe in from the right edge of the screen and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down, and click Settings.)
Step 2:  Tap or click Change PC settings.
Step 3:  Tap or click Time and language, and tap or click Region and language.
Step 4:  Under Country or region, look to see that your location is set correctly, and change it if it is incorrect.

The app is no longer available in the Store

Sometimes, apps are removed from the Windows Store. In this case, if someone shared a link to an app with you, you’ll be able to see the app description page on the web, but when you try to view the app in the Store, you’ll see a message that the app isn’t available.

The app might be hidden

Windows Store preferences might be hiding apps

You can set preferences in the Store for accessibility or preferred language. When you browse or search for apps in the Store, these settings can filter out apps that don’t match your preferences. For more info, see Set your preferences for the Windows Store.

Family Safety settings might be hiding apps

For more information, see Use Family Safety settings with the Windows Store.

Apps incompatible with Surface RT and Surface 2 are hidden

For Surface RT and Surface 2, the Store automatically hides incompatible apps so that you don’t try to install apps that won’t run on Windows RT 8.1.

Apps only compatible with Windows RT 8.1 or Windows 8.1

If you haven’t updated to Windows RT 8.1 on your Surface RT or Windows 8.1 on your Surface Pro, you may not be able to see apps written for Windows RT 8.1 or Windows 8.1. For more info, see Update Surface from Windows 8 to Windows 8.1.

You’re using a metered Internet connection

If you can’t install an app and are using a mobile connection, it may be because you’re on a metered connection. By default, tethered and mobile broadband connections are metered, meaning you can be charged by the amount of data you use. To switch your connection to unmetered:

Step 1:  Swipe in from the right edge of the screen, and tap Settings.
(If you're using a mouse, point to the top-right corner of the screen, move the mouse pointer down and click Settings.)
Step 2:  Tap or click Change PC settings, tap or click Network, then tap or click Connections.
Step 3:  Tap or click the connection you want to change, and under Data usage, turn Set as a metered connection on or off.

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