In every case so far, we have found that we have existing Gateway users using the same device, so we know the problem isn't related to the type of device.

The best we can deduce is that this problem is somewhere in the user's profile on Android. We don't recommend this, but when we deleted a user profile on a phone that was blocked, Gateway then installed from Google Play. We can also see that this is not an uncommon problem that affects many apps on Google Play.

When we have been able to access a device that is blocked by Google Play in this manner we can always manually install the APK file and it works correctly. The problem seems to be what Google thinks your device is capable of, rather than anything that Gateway needs from the device.

Google Play have given us some general advice that may help:

• Make sure you have an Internet or mobile data connection. Then, restart your device
• Update the date and time on your device
• Remount any SD cards:
• Touch Menu > Settings > Storage > Unmount SD Card to disable the device's memory card
• Remove the SD card from the Android device. Wait a few seconds, then re-insert the SD card
• Disable the installation of apps with unknown sources
• Navigate to Settings
• Under the Personal header, touch Security
• Scroll down to Unknown sources and make sure that the slider to the right is off (grey)
• Clear cache for Google Play Services app (Go to Settings > Apps or Application Manager > ALL > Google Play Services > Clear cache > OK)
• Clear cache data for the Google Play Store app
• Uninstall and reinstall the Play Store updates. (Go to Settings > Apps or Application Manager > Google Play Store app > Uninstall Updates > OK). As long as you have a strong Internet connection (Wi-Fi or mobile data), your Play Store app will update to the latest version within a few minutes
• As the problem appears on Games, uninstall the Play Games updates. (Go to Settings > Apps or Application Manager > Google Play Games app > Uninstall Updates > OK)
• Install system updates:
• Open your device's main Settings app
• Select About or System updates (depending on your device, this may be different)
• If an update is available, follow the on-screen instructions to install it on your device
• Make sure Download Manager is turned on
• Check your device's available storage
• Try installing again

If none of this makes any difference then you can download our APK directly from here and copy it onto your device.

Exact instructions will vary and you can find plenty of guides to side-loading software on Android online.

Generally, you need to go to Settings > Security and allow software to be installed from unknown sources. Copy the APK file onto your device and then open the file in a file explorer.

Once installed it should be fully functional but wil not update automatically when a new versionis published. And, remember to change back your security setting when finished.