HEVC Player Pro

Question

I purchased HEVC Player Pro-1year subscription on 9 May 2026. When I tried to play video the message appears as:

TIME LIMIT REACHED FOR THE FREE VERSION. UPGRADE TO PRP TO CONTINUEWATCHING. I have already purchased and paid AUD 14.45 through PayPal on 9 May 2026. Please help.

Answer 1

Hello Surinder Manku,

Welcome to Microsoft Q&A forum.

This issue could cause by an unsynced part of your profile that might prevent the subscription to be recognized. In this case, please try and follow these steps:

• Go to Settings > Apps > Installed Apps.
• Click the ellipsis next to the apps > Advanced Settings.
• Select "Reset".

If that doesn't work, please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. In this case, please try to contact Microsoft Support.

• Type Live chat in the search box. 
• Now click Get help, and Select Contact Support or Sign in to contact support below. 
• Go to the Products and services tab, and choose Other products
• On the Category tab, choose Billing and Account Profile questions 
• Go to Confirm. 
• You can now choose the option of Chat with a support agent on your web browser. 

 Thank you for your understanding.

 

Answer 2

For subscription, billing, or entitlement problems with a Microsoft Store app such as HEVC Player Pro, the issue must be handled through Microsoft account billing tools or Microsoft Support, because community forums and this service have no access to account or purchase data.

Use these steps:

1. Verify the charge and what it is for
   • Sign in to the Microsoft account used in the Microsoft Store.
   • Follow the guidance in “How to investigate a billing charge from Microsoft” to confirm the AUD 14.45 PayPal charge and see exactly which product/subscription it is associated with.
   • If the charge is tied to a different Microsoft account than the one used in the Store app, sign out of the Store and sign back in with the correct account.
2. Cancel duplicate or incorrect subscriptions and request a refund (if applicable)
   • If the investigation shows a duplicate or incorrect subscription, follow the steps in “How to get a refund on a Microsoft subscription” to request a refund for the wrong/extra purchase.
3. Contact Microsoft Support if the entitlement is not recognized
   • If the Store app still behaves as a free version after confirming the correct account and purchase, contact Microsoft Support directly so an agent can check the subscription and entitlement on the account and fix or refund it.
   • Use the “Contact – Microsoft Support” flow described in the references below (select Microsoft 365/Office or appropriate product category, then a billing/subscription topic, and choose chat or phone support).

Because entitlement and refund actions require secure access to account data, only Microsoft Support can complete them.

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References:

• How to get a refund on a Microsoft subscription
• How to investigate a billing charge from Microsoft
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• refund please - Microsoft Q&A
• I am paying for two subscriptions - Microsoft Q&A