There could be a few reasons this may happen
Follow these troubleshooting steps
Make sure the android has the most current update for the operating system
Minimum version released in 2013
Commonly known as Kitkat (Upgrade for Android)
Perform a search at the App Store for “Kitkat” and select “Upgrade for Android or take your phone to the nearest Verizon store (or any store with androids) and have them do it for you.