We occasionally hear from people who have issues completing a purchase or downloading their Sketchbook Pro purchase from the Microsoft Store.
Some issues may require you to reach out to Microsoft Support as we do not have access to your purchase records or your account. However we have a few tips that can help solve the most common questions/problems.
The most common solution we have heard is to reset the Microsoft Store
- Press Windows key + R. This will open Run. Alternatively, you can go to Start and search for "Run"
- In the Run dialog box, type "wsreset" and hit enter
Did you make your purchase on a different device than you're installing onto?
Some people have more than one Microsoft account. If you made your purchase on another computer or device than the one you want to install on, make sure that this additional device is linked to the same Microsoft account that made the purchase, and is logged in to that account.
You'll also need to make sure that the device you're installing onto is supported by Sketchbook Pro. You can check the system requirements for Sketchbook Pro.
Do you get a "non-US credit card" error message?
If you get an error or message where the Store will not allow a non-US credit card or PayPal purchase, check to make sure that your Home Location set in Windows matches the location of your payment method (ie: you may have Home Location set to US, but be living or traveling elsewhere or using a non-US credit card or PayPal account)
Contact Microsoft Support for expert help
If you continue to have issues after trying these tips, please reach out to Microsoft Support for expert assistance with the Microsoft Store: https://support.microsoft.com/en-us/account-billing/contact-microsoft-store-support-4f615f2a-6bbd-fd69-6695-ae213d63eef0