2025.09.14 – Google Play Customer Support Case 3-7421000038123: Customer and Malcolm

Key Findings

The case involved inquiries about Google account country settings and their effects on applications and data. Malcolm, a Google Play support representative, confirmed that changing the country in one Google account does not affect other accounts. The customer wanted to set one account to the Netherlands while preserving Mexican apps in other accounts. Verification and authentication of the account were conducted before providing assistance. The interaction ended with confirmation that country changes apply only once per year and remain limited to the selected account. The customer later confirmed successful receipt of the emailed copy of the case.

Confirmed Facts

1. On 10 November at 6:07 a.m. Pacific Time, the case identified as 3-7421000038123 was opened. Malcolm and the customer joined the session. Malcolm explained that the case ID should be referenced for future contact and informed that the session would stay open for 24 hours after the last message.
2. Malcolm introduced himself as part of Google Play Customer Support and confirmed whether he was speaking with the customer, initially citing a masked email address. The customer responded with another email address, both of which have been anonymized.
3. To proceed, Malcolm initiated authentication by sending a prompt to a device, requesting confirmation. The customer completed the process, and Malcolm acknowledged successful authentication of the account.
4. Malcolm identified that the question concerned changing a Google account’s country while retaining data in another account. He stated that a country setting can only be changed once per year and emphasized that other accounts would remain unaffected if one account changes its profile country.
5. The customer sought confirmation that if one account is set to the Netherlands, other accounts configured for Mexico would retain access to Mexican applications. Malcolm reassured him that other accounts would not be altered unless changed personally and that no automatic changes exist.
6. The customer clarified whether it would be possible to download apps in the Netherlands with the Netherlands-based account and, upon returning to Mexico within two weeks, continue using Mexican apps on accounts configured there. Malcolm confirmed that this scenario was correct.
7. The session concluded with the customer requesting a copy of the exchange. Malcolm affirmed that a copy would be sent by email. He invited participation in a survey and provided the link https://support.google.com/googleplay/contact/survey_transactional_short?ctx=chat&caseid=ABp5YsQ4BlaO-4vyPcP_Cn1K0VfBC9pS3MknU34K72qUsxnaNk4QkUfKRLU=. Malcolm expressed appreciation, ended the interaction, and left.
8. It has been established that the customer successfully received the emailed copy of the case after the session ended.

Disputed or Uncertain

1. The exact timing of the customer’s potential return to Mexico was indicated as “in, say, two weeks,” making the period approximate rather than certain.
2. It was confirmed that one account change does not affect others, but potential future exceptions or undocumented policies remain unverified beyond Malcolm’s statements.
3. The exact ownership and details of the anonymized email addresses remain uncertain.
4. The internal mechanism by which Google enforces the “once per year” country change limit was not explained in technical detail.

Open Questions

• What technical enforcement prevents multiple country changes within a year?
• Are there any edge cases where Google might apply cross-account effects despite assurances?

Sources

• https://support.google.com/googleplay/contact/survey_transactional_short?ctx=chat&caseid=ABp5YsQ4BlaO-4vyPcP_Cn1K0VfBC9pS3MknU34K72qUsxnaNk4QkUfKRLU=