Billing & Subscriptions

Pricing, trials, refunds, payment methods, and how balances work across platforms.

By Help Dmitry

• 5 articles

Free trials and how to test the service

There is no free trial on Desktop. On Android there sometimes is — it depends on your country and your Google account, and the Android app shows you what's actually on offer. This article explains both, and what to do if you just want to test the service before committing real money. Desktop No trial period. The service is paid from the first minute. The cheapest way to try it is the smallest hour package — 3 hours for $4 — bought through the desktop app's top-up screen. That gives you enough time to: - Run the connection and check streaming quality on your network - Try a couple of games from the catalog - Decide whether the input lag is acceptable for what you want to play If the service doesn't work for you because of a technical problem on our side (broken streaming, server issues), you can request a refund — see "Refunds — when we issue them and how to request one". A refund is not available simply because you decided you didn't like it. Android A trial may be available, depending on: - The country your Google account is registered in - Whether Google Play is offering it for your region right now - Your account's eligibility (some accounts that have used trials before don't see them again) We deliberately don't quote a duration here. The offer changes between regions and over time. Open the Loudplay app on Android, go to the subscription screen, and see what Google Billing actually shows you — that's the source of truth. Trials, when offered, are typically a few days long with a limited number of hours. If you accept and don't cancel before the trial ends, the subscription auto-converts into a paid one. Cancel before the trial period ends through Google Play if you don't want to continue (see "Cancelling an Android subscription"). "Can support give me a free trial code?" No. We don't issue trial codes from support. Promo codes exist for specific campaigns and for compensation in some support cases — they are not a way to get free time on demand. Recommended path for first-time users 1. Install the desktop client and create an account. 2. Buy the 3-hour package. 3. Run a session, test on the games you actually care about, and check whether streaming holds up on your connection. 4. If it works, top up further. If not, contact support about the specific issue you hit — many problems are fixable, and we'd rather understand what broke than have you walk away.

Last updated on Apr 27, 2026

Refunds — when we issue them and how to request one

We issue refunds when something on our side broke your session — not when you simply changed your mind. This article explains what we cover, what we don't, and which payment channels we can refund directly versus where you have to go through the platform. When we refund Refunds happen for technical problems caused by Loudplay: - Service outages (the platform was down, you couldn't connect) - Lags, freezes, or broken streaming during a paid session - Stuck queue beyond the documented wait window — see "Stuck on Preparing your PC or in a long queue" - Driver-level issues that prevented a game from running, where the driver is something we control - Any other Loudplay-side bug that wasted your time When we don't refund - "Changed my mind" — the service worked, you just decided not to use it - Time spent in queue — queue is unavoidable at peak hours and is never charged - Issues caused by your internet connection (Wi-Fi drops, throttling, ISP problems) - Anti-cheat-blocked games — that limitation is documented; buying time and discovering Valorant doesn't run is not grounds for a refund. See "Why Valorant, PUBG, Genshin Impact don't work" - Hours that already expired (Desktop hours expire 30 days after purchase) - Issues with games or save files inside Steam/Epic that aren't related to our infrastructure Which channels we can refund | Channel | Can Loudplay refund? | Notes | |---------|----------------------|-------| | Desktop PayLink (current) | Yes | Goes back to the card you paid with, through PayLink | | Desktop PayPal (legacy) | Yes | For purchases made before the PayLink switch — refund issued to the PayPal account that paid | | Android — Google Play subscription | Yes | We can process this on our side. You can also request through Google Play directly — both paths work | | Android — Huawei AppGallery | No | We cannot issue refunds for AppGallery purchases. You must request the refund from Huawei AppGallery directly — we have no mechanism on our end | For Google Play, you have two options: - Request the refund through Google: open play.google.com/store/account/subscriptions, find Loudplay, and use the refund flow there. - Or contact us — for technical issues we can issue the refund on our side without involving Google. For Huawei AppGallery there is only one option: contact Huawei AppGallery support. We can't help. How to request a refund from us 1. Write to support describing the problem in detail. Include: - The approximate time and date the issue happened - The game or session you were trying to use - What you saw on screen (error messages, freezes, etc.) - Screenshots or a short video if you can — visual evidence makes the case much stronger 2. We verify your account through email OTP and create a ticket in our system. The ticket includes the purchase channel, amount, and date. 3. The operator reviews the evidence and decides on the refund. We don't promise approval up-front — the decision depends on what the evidence shows. 4. If approved, the refund goes back through the original payment channel. Timing varies: PayLink card refunds typically appear within 3–10 business days, legacy PayPal usually within 1–3 days, Google Play within a few days. What not to do Don't open multiple support threads about the same problem. We deduplicate — duplicates only slow things down. One ticket, all the evidence in it, then wait for the response. Don't dispute the charge with your bank in parallel. Chargebacks lock the account and complicate the refund process — give us a chance to resolve it directly first.

Last updated on Apr 27, 2026

Cancelling an Android subscription

Loudplay subscriptions on Android are billed by Google Play. Cancellation is done through Google Play, not through the Loudplay app or support — we have no button on our side that stops a Google subscription. This catches people out, so the steps are below. On the device where you subscribed 1. Open Google Play. 2. Tap your profile picture → Payments & subscriptions → Subscriptions. 3. Find Loudplay in the list and tap it. 4. Tap Cancel subscription and confirm. The subscription stays active until the end of the current billing period — you keep access until then. After that, it doesn't auto-renew. On any browser Go directly to play.google.com/store/account/subscriptions. Sign in with the Google account that owns the subscription. Find Loudplay, click Manage, then Cancel subscription. Cancelling on web works the same as cancelling in the Play Store app on your phone. Use whichever is faster for you. "I don't see Loudplay in my subscriptions" A few common reasons: - You're signed into the wrong Google account. Multiple accounts on one phone is the most frequent cause. - The subscription was already cancelled or expired — check the Inactive tab. - The purchase was made through Huawei AppGallery, not Google Play. Huawei subscriptions are managed inside AppGallery, not in Google Play. Open AppGallery → My account → Manage subscriptions. "I cancelled but I'm still being charged" The cancellation goes into effect at the end of the current period — you may see one more charge if you cancelled after a renewal date. Check the Subscription detail page in Google Play: the next billing date should now show as "Expires on" instead of "Renews on". If it still says "Renews on", the cancellation didn't actually go through — repeat the steps above. If you're still being billed after the displayed expiry date, contact us with the Google Play order ID — we'll investigate. Refunds when cancelling Cancelling stops future charges. It does not refund what you already paid. If you want a refund for the current period because of a technical issue, see "Refunds — when we issue them and how to request one". Loudplay can issue Google Play refunds directly, so you don't have to go through Google for the refund itself. Desktop has no auto-renewing subscriptions Desktop is the opposite story: you buy hour packages, no recurring billing, nothing to cancel. Unused hours expire 30 days after purchase. No subscription means no cancellation flow. If you have both an Android subscription and Desktop hours and you only want to stop the recurring one, only cancel the Android subscription. Desktop hours are unaffected.

Last updated on Apr 27, 2026

Payment methods and what's available where

Available payment options depend on your platform: Desktop pays through PayLink, Android pays through Google Play. This article covers what each accepts, common gotchas, and what to do if a payment doesn't go through. Desktop Desktop payments go through PayLink, our payment processor. It accepts the major international card networks: Visa, Mastercard, Maestro, and JCB. Prepaid cards from supported networks also work. When you tap Top up, the launcher opens a PayLink page in your browser, you enter your card details there, and the launcher gets the result back automatically. Two practical details to know: - Server-side reconciliation. If you close the launcher in the middle of paying, don't worry. The server keeps polling PayLink and credits your balance once the payment goes through. You don't have to keep the launcher open. - Payment link TTL. A given payment link is valid for 30 minutes. After that it's deactivated, so you can't accidentally pay for an order you've forgotten about. If you abandoned a top-up and want to retry later, start a new one — don't reuse an old link. | Method | Works on | |--------|----------| | PayLink (Visa, Mastercard, Maestro, JCB) | Desktop | ⚠️ PayPal is no longer accepted on Desktop: previous versions of the desktop app accepted PayPal. New purchases now go through PayLink only. Balance you already bought through PayPal is still valid and can still be spent. Desktop hour expiry Each Desktop purchase is its own bucket of hours with a 30-day expiry from the purchase date. Buckets stack independently — buying twice creates two buckets, each with its own expiry, not one merged 30-day window. Example: 10 hours bought on March 1st expire on March 31st; another 20 hours bought on March 20th expire on April 19th. The system spends newest-first, so plan around the 30-day window for any large package. Unused hours past the expiry are gone — see "Cross-platform balance" for full details on how spending picks between buckets. Android Android billing goes through Google Play. Google Play uses whichever payment method is on file for your Google account — credit/debit card, Google Play balance, or carrier billing where available. To manage these, open Google Play → profile picture → Payments & subscriptions → Payment methods. A few notes: - Country of your Google account determines available payment methods, not the country your phone is in. To check or change: pay.google.com/gp/w/home/settings — changes take roughly 24 hours to propagate. - Pricing in local currency. Google Play shows prices in the currency of your Google account country. Two users in different countries seeing different prices is normal. - Promo codes are not accepted on Android. If you have a Loudplay promo code, redeem it in the Desktop launcher. Payment didn't appear on my balance The processing delay is up to 10 minutes for both Desktop and Android. - On Desktop, press F5 in the launcher to force a refresh of the balance display. - On Android, pull down to refresh in the app. - If after 10 minutes the balance is still wrong, see "Cross-platform balance — Android, Desktop, and what to do if it looks wrong". Desktop pricing on your card statement Desktop prices are fixed in USD: 3 h is $4, 10 h is $9, 20 h is $16. If your card is in another currency, the amount on your statement is what your bank's exchange rate produced — not a different price for you. PayLink charges in USD, your bank converts.

Last updated on Apr 27, 2026

Cross-platform balance — Android, Desktop, and what to do if it looks wrong

If you bought time on Android but the desktop client shows zero balance, that's a bug — not how the system is supposed to work. This article explains how the balance is supposed to behave across platforms, and what to do when it doesn't. How it should work You have one account. Time you buy on it should be spendable from any device you sign in on. - Buy hour packages on Desktop → balance available on Desktop and on Android (read-only on Android in some flows). - Buy a Google Play subscription on Android → the included hours should also be available when you sign in on Desktop. - The Desktop app shows a combined balance (Desktop hours + Android subscription hours). The combined view exists specifically so you can buy on one platform and play on another. How time is spent (deduction order) Your balance can come from multiple sources at once: a recent Desktop purchase, an older PayPal-purchased balance, a promo bonus, a Google Play subscription. When you play, the system picks where to deduct from in this order: Desktop session: 1. Newest Desktop purchase (your most recent hour package) 2. Older Desktop purchases (older buckets first by purchase date among the rest) 3. Legacy PayPal-purchased balance, if you have any 4. Promo bonus hours ("hot hours") 5. Other credits 6. Google Play subscription hours Android session: 1. Google Play subscription hours 2. Google Play credits The point: hours from your newest purchase are spent first. This avoids waste — older balances often have closer expiry dates, but the system picks the bucket the user expects to see ticking down. If a balance source disappeared from your view, it's most likely because the system spent through it during a session. Check your session history and the time stamps on each balance source. Per-purchase expiry Each Desktop purchase becomes its own bucket of hours with a 30-day expiry counted from the purchase date. Buckets stack — they don't merge. Example: you buy 10 hours on March 1st, then 20 hours on March 20th. You now have two buckets: - 10 hours, expires March 31st - 20 hours, expires April 19th If you play 8 hours during March, the system spends from the newest bucket first under the deduction order — the older 10-hour bucket can still expire on March 31st with hours unused. Plan large purchases so you can use them within 30 days. The 30-day countdown does not pause if you don't play. Bought time you don't use within 30 days is gone. Two things that don't work - Transferring balance from Desktop to Android. Hours bought as Desktop packages can't be moved into the Android subscription bucket. Use them on Desktop. - Buying Android promo offers from Desktop. Subscription discounts and trials shown in the Android app are tied to Google Play and don't appear on Desktop. What does work: buying on Android and using those hours on Desktop. Many users buy on Android because the subscription model is cheaper per hour, then play on a Windows PC. When the balance looks wrong If you topped up and the balance still shows zero (or a wrong amount) on either platform after 10 minutes: 1. Force a refresh. On Desktop press F5 in the launcher. On Android pull down to refresh. The display can lag behind the server. 2. Sign out and back in. This clears any cached balance and forces a fresh fetch. 3. Confirm you're on the same account on both devices. Multi-account confusion is the most common cause of "my balance is missing". Check the email address shown in account settings on both devices. 4. Check the purchase actually went through. - Android: Google Play → Payments & subscriptions → Order history. The Loudplay charge should be listed and successful. - Desktop: the receipt email from PayLink (or, for old purchases, from PayPal). 5. If everything above checks out and the balance is still wrong → contact support. How support handles it This is treated as a bug, not "how things work". When you contact us: - We verify your account through email OTP (we won't discuss balance details without verifying it's you). - We pull both your Android and Desktop balance records and compare them against your purchase history. - If there's a real mismatch, we open a ticket for engineering. The fix path depends on what we find — sometimes it's a sync issue we can resolve immediately, sometimes the bucket the time landed in needs to be moved. - We close the loop with you once the balance is corrected. What the bot or first-line support should not tell you: that "Android time only works on Android" or that you need to buy again on Desktop. That's incorrect — it's the bug we're trying to catch. What to have ready when contacting support - The email address on the account - Approximately when you bought the time (date and time zone) - The purchase channel (Google Play subscription, Desktop PayLink, legacy PayPal, etc.) - A screenshot of the Desktop balance and a screenshot of the Android balance, if you can — side-by-side evidence makes the diagnosis fast A note on Huawei AppGallery If your purchase was through Huawei AppGallery rather than Google Play, the balance should still appear on Desktop the same way. If it doesn't, the diagnosis path is the same as above. Refunds for AppGallery purchases work differently — see "Refunds — when we issue them and how to request one" — but the balance sync itself is supposed to be uniform.

Last updated on Apr 27, 2026