Connect Google Play

What this guide covers#

Connect Google Play when support needs purchase or subscription context for Android customers.

Google Play context helps support resolve mobile billing issues such as subscription status, purchase history, renewal timing, app entitlement mismatches, and refund requests.

Setup steps#

1. Connect the Google Play developer account used by your app.
2. Choose the app or package Letterbook should reference.
3. Match app users to purchase or subscription records.
4. Review the purchase, subscription, and renewal fields available to support.
5. Add Android billing policies to the internal knowledge base.
6. Decide which billing actions require approval.
7. Test common Android purchase and subscription questions.

Configuration details#

• Use permissions that match support needs and avoid broad account access where possible.
• Keep separate apps or packages clear if support handles more than one product.
• Confirm the identifier used to match app users to Play purchase records.
• Require approval for customer-visible billing actions.

Common support workflows#

• Customer paid but premium access is not active.
• Customer wants to cancel or understand renewal timing.
• Customer asks for a refund.
• Customer bought through Google Play but contacted support by email.
• Customer has multiple Google accounts or app accounts.

Testing checklist#

Test a customer with an active subscription, a canceled subscription, a failed renewal, and no matching purchase record. Confirm the draft makes the limitation clear when Letterbook cannot find a matching record.