In Mexico, 513 users started a purchase in our app and only 1 completed. The Google Play purchase sheet opens, and buyers close it within 2-6 seconds, again and again. We can't see from inside the app what stops them, so we're asking for help.
Setup
- Android only, Google Play, react-native-purchases 10.16.0 (Expo SDK 57).
- Kids' education app. Products: a one-time "lifetime" product (the one most people pick) plus subscriptions (monthly, quarterly and annual base plans).
What we see in Mexico (Oct 10 - Nov 7)
- 513 users started a purchase, in 927 attempts. Only 1 purchase completed, and it later ended in a chargeback.
- The Google Play purchase sheet DOES open, and the user closes it within 2-6 seconds. The SDK returns: Error updating purchases. DebugMessage: . ErrorCode: USER_CANCELED. SubResponseCode: NO_APPLICABLE_SUB_RESPONSE_CODE. (424 times since Oct 15). The DebugMessage is always empty and no order is created.
- People clearly want to buy: the same users retry minutes or days later and switch products (lifetime, then annual, then quarterly).
- They are adults' phones (Oppo, ZTE, Xiaomi, Samsung, Motorola, LG), and they are online: prices load from the Mexican store (store country MX) right before, and our in-app network probe reaches google.com, play.google.com and api.revenuecat.com.
- It happened the same way before we moved to RevenueCat, across 5 app versions. Purchases from Chile work fine.
Our question
How can we find out what really happens on that screen, the real trace? Is there a tool, log or test (for example, a test account set to Mexico) that shows what the Google Play sheet displayed before the buyer closed it?
We have also opened a case with Google Play support. Thank you!
