What should I send Support if the purchase or installation is not working?

The more complete your first message is, the faster we can help. For technical questions, please use our support form; we do not currently offer phone support. Our support form already asks for the product, activation code, source of purchase, and a description of the issue. For cases involving suspected detections or possible false positives, a screenshot emailed to support@protectstar.com is also very helpful.

For purchase issues, please send us your order number, the email address used for the purchase, proof of purchase, and—if it was a Google Play purchase—if possible, the GPA order number from your Google receipt. A screenshot of the error message or checkout issue is also very helpful. This allows us to review orders, payments, and license assignments much more quickly.

For installation issues, we also need the exact app name, your device model, your Android version, a screenshot of the exact error message, information about whether you are opening the APK from the browser or from a file manager, and whether Play Protect, Advanced Protection, a work profile, device management, an older app version, or Secure Folder is involved. These points are especially relevant on Android because they directly determine whether an APK is allowed to be installed or is blocked by the system.