In this article, you can find out what you should do if you make a purchase but do not receive the goods. Click the name of your device's operating system.
☑ If you have received a receipt from Google Play:
Take a screenshot of the receipt. You can find receipts in your email, they come from googleplay-noreply@google.com. If you cannot find the receipt in your inbox, you can open all your purchases here.
After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that money did not reach the game and is stuck between your payment method and Google.
Sometimes, the platform needs additional time to finish all bank transactions.
You can contact Google Play Support directly and ask to check the status of the payments that you are inquiring about.
- Open Play Store on your device.
- Tap your avatar to open the Menu.
- Go to the bottom of the list and find Help & feedback.
- Select Contact us at the bottom of the page.
- Follow the provided instructions to create a ticket and wait for the answer.
If the Сontact us button is not there for some reason, you can initiate a dialogue with Google Support following this link.
☑ If you have received a receipt from Apple:
Take a screenshot of the payment receipt. You can find the receipts in your inbox. They come from no_reply@email.apple.com. If you cannot find the receipt in your inbox, you can check the payment history:
- Open the Settings app.
- Tap your name, then tap Media & Purchases.
- Tap View Account. You might be asked to sign in.
- Tap Purchase History.
- Tap Last 90 Days, then select a different date range.
You can also find the list of your recent purchases here.
After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that money did not reach the game and is stuck between your payment method and Apple.
Sometimes, the platform needs additional time to finish all the bank transactions.
You may contact Apple directly and check the status of the payments that you are inquiring about.
- Follow the link.
- Type in your question in the popped-up window.
- To contact Support directly, choose Chat or Call option at the bottom of the page.
- Follow the provided instructions to submit a ticket and wait for the answer.
First, try reloading the game tab. If the reward is still missing, use the instructions below.
☑ If you have received a receipt from Xsolla:
You can find receipts in your email; they come from mailer@xsolla.com. Take a screenshot of the receipt and send it to our Support team . Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that money did not reach the game and is stuck between your payment method and Xsolla.
Note
Sometimes, the payment provider needs additional time to finish all the bank transactions.
You may contact Xsolla directly and ask to check the status of the payments you are inquiring about. You can contact the Xsolla Support team by following this link or using the payment window. To contact Xsolla through the payment window, click the cat icon in the bottom-right corner.