Windows 10: HEVC Extension Purchase failure

I wish to add Microsoft HEVC Video Extensions from the Microsoft Store and a payment of 54 rupees is done via UPI transaction. The transaction was initiated, but I couldn't purchase the extension. What to do? My money is also gone and I didn't get my extension.

:)

 

HEVC Extension Purchase - no delivery

Hi, I am Dave, I will help you with this.

Open the Store app.

Click the Library button at the bottom left, do you see the HEVC Extension you purchased listed there?

 

HEVC Extension Purchase

I have purchased the Windows HEVC extension , received the email confirming purchase. There is no link supplied of information as to how to install it.

Can anyone help me?

Thank you

 

HEVC Extension

Hello LoyalJoshua,

Thank you for responding.

Here are the things we might consider why you have this problem:

• Faulty Microsoft Store services.
  
• You're not signed it to the correct Microsoft account where the app is registered.
  
• Incompatible app to Windows 11.
  

The following are the suggested methods to troubleshoot Microsoft Store and apps issues:

METHOD 1: Install Windows updates

Make sure Windows 11 has the latest update.

1. Select Start > Settings > Windows Update > Check for updates.
   
2. If there is an available update, select Install now.
   

METHOD 2: Make sure that HEVC Extension app works with Windows 11.

Please see link below for more information about apps that aren't compatible:

Your app doesn't work with Windows

METHOD 3: Update Microsoft Store app

1. In Microsoft Store > Library.
   
2. Look for Microsoft Store in the list, if updates is available, proceed in installing it.
   
3. Check if it is working now.
   

METHOD 4: Sign out and sign back in

Sign out the current account and make sure you sign back in with the right Microsoft account you use when you purchase this app.

1. Open Microsoft Store.
   
2. At the upper-right corner, click on the profile icon and select your account.
   
3. Click the Sign out button.
   
4. Click on the profile icon again and click sign in.
   
5. Once done, try to play the video again.
   

METHOD 5: Open the video with HEVC Extension app

Try to open the video directly to HEVC Extension app.

1. Open File Explorer, locate where you save the video.
   
2. Right-click on it and select Open with.
   
3. Then select HEVC Extension app from the list.
   

METHOD 6: Reset Microsoft Store

It will reset and delete the app data to resolve common problems.

1. Open Windows Settings > Apps > Apps & features.
   
2. Select Microsoft Store app.
   
3. Click the Advanced options link and click Reset button.
   
4. Check if it's now working.
   

METHOD 7: Reinstall HEVC Extension app

If the above steps did not work, try reinstalling the app instead.

1. Open Windows Settings > Apps > Apps & features.
   
2. Select HEVC Extension app.
   
3. Click the Advanced options link and click Uninstall button.
   
4. To reinstall, open Microsoft Store again.
   
5. Select Library. Find the app you want to reinstall, and then select Install.
   

Let us know the result and we will get back to you as soon as we can.

Best regards,



Microsoft Community Moderator