Applies to

Surface RT, Surface 2, Surface Pro, Surface Pro 2, Surface Pro 3, Windows 8.1, Windows RT 8.1.


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

Problems with apps and the Windows Store are sometimes related to the following:


Your regional settings may be incorrect

If your regional settings in Windows are incorrect, you may see unexpected behavior 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 upper-right corner of the screen, move the mouse pointer down, and then click Settings.)
Step 2: Tap or click Change PC settings.
Step 3: Tap or click Time and language, then tap Region and language.
Step 4: Under Country or region, look to see that 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

Windows Store preferences might be hiding apps

You can set preferences in the Store for accessibility or preferred language. These settings can filter out apps that don’t meet your preferences when you browse or search the Store. 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 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.

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

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



Need further assistance?

Ask the Community

Contact Answer Desk


Estimated Wait Time: minutes

Answer Techs aren't available now. Please try back during our hours of operation.
Operating Hours
Monday through Friday
8am - 12am (Eastern Time)
5am - 9pm (Pacific Time)

Saturday and Sunday
9am - 6pm (Eastern Time)
6am - 3pm (Pacfic Time)

Oops! We are currently experiencing technical difficulties.
Please call us for help at 1-800-Microsoft (1-800-642-7676).

Verifying...

Estimated Wait Time: minutes

Answer Techs aren't available now. Please try back during our hours of operation.
Operating Hours
Monday through Friday
8am - 12am (Eastern Time)
5am - 9pm (Pacific Time)

Saturday and Sunday
9am - 6pm (Eastern Time)
6am - 3pm (Pacfic Time)

Oops! We are currently experiencing technical difficulties.
Please call us for help at 1-800-Microsoft (1-800-642-7676).

Verifying...