A message says 'billing problem with previous purchase' or 'verification required'.
If a message says 'billing problem with previous purchase' or 'verification required', you might be unable to make purchases, download free apps, or use subscriptions.
To fix this issue, please refer to following links.
If a message says 'billing problem with previous purchase' or 'verification required'
If your payment method is declined in the App Store or iTunes Store
If you need further assistance, please contact Apple.
Contact Apple
To fix this issue, please refer to following links.
If a message says 'billing problem with previous purchase' or 'verification required'
If your payment method is declined in the App Store or iTunes Store
If you need further assistance, please contact Apple.
Contact Apple
I have a pending purchase on my account.
Android
When you check your bank account or card statement, you may see pending payment authorizations.
These authorizations happen so Google can make sure the card is valid, and to check that you have enough funds in your account to make the purchase.
These are authorization requests, and not charges.
You don't pay for authorizations.
Authorizations may stay in your account for 1-14 business days depending on your bank.
If you still see the pending authorization after 14 business days, contact your bank for more information.
Apple
At the top of your purchase history, you might see a 'Pending' section.
The items here haven’t been charged to your account yet, because purchases can sometimes take 1-3 days (or even more) to clear with your bank.
If you do think that you’ve had an issue with an Apple purchase, you can find more guidance from following link.
Request a refund for apps or content that you bought from Apple
If you need further assistance, please contact Apple.
Contact Apple
When you check your bank account or card statement, you may see pending payment authorizations.
These authorizations happen so Google can make sure the card is valid, and to check that you have enough funds in your account to make the purchase.
These are authorization requests, and not charges.
You don't pay for authorizations.
Authorizations may stay in your account for 1-14 business days depending on your bank.
If you still see the pending authorization after 14 business days, contact your bank for more information.
Apple
At the top of your purchase history, you might see a 'Pending' section.
The items here haven’t been charged to your account yet, because purchases can sometimes take 1-3 days (or even more) to clear with your bank.
If you do think that you’ve had an issue with an Apple purchase, you can find more guidance from following link.
Request a refund for apps or content that you bought from Apple
If you need further assistance, please contact Apple.
Contact Apple
My purchase failed.
If you're trying to make an in-app purchase but the transaction is declined or the payment won't go through, you can first try troubleshooting the issue on your own.
Check if your payment is complete
How can I review my purchase history? (Android)
Check your connectivity
Check that you have a WiFi or mobile data connection which is active and working.
A simple way to do this is by searching the web.
If that search doesn’t work, connectivity might be a problem.
Fix internet connection problems on Android devices
Force stop, then reopen the app or game
If you haven't received an in-app item you bought, try closing and restarting the app or game you’re using.
1. On your device, open the main Settings app Settings.
2. Tap Apps or Manage applications (depending on your device, this may be different).
3. Tap the app you used to make your in-app purchase.
4. Tap Force stop.
5. Re-open the app you used to make your in-app purchase.
6. Check if your item has been delivered.
Restart the device
Sometimes restarting the device can help fix in-app purchase issues.
1. On your mobile device, hold down the power button.
2. Tap Power off or Restart (depending on your device this text may be different).
3. If needed, hold down the power button again to turn the device back on.
4. Wait for the device to start back up.
5. Re-open the app or game and check if the in-app purchase has been delivered.
Update the Play Store app
In-app purchases work best when you run the latest version of the Play Store.
1. On your Android phone or tablet, open the Google Play Store app .
2. At the top right, tap the Profile picture.
3. Tap Settings Settings and then About and then Update Play Store.
4. The app updates or notifies you that your version is up to date.
How to update apps on Android
Make sure date and time are correct
If you have recently changed the date and time on your device, make sure the date and time are correct.
1. On your Android phone or tablet, open your device's Settings app Settings.
2. Tap System and then Date & time.
Under ""Date & time,"" check if ""Set time automatically” is turned on or off.
Under the ""Time zone"" section, check if “Set automatically"" is turned on or off.
3. If ""Set time automatically"" and ""Set automatically"" are turned off, turn both of them on.
4. Wait a few minutes and check if your problem is fixed.
5. If it's not, restart your device and check again.
If both ""Set time automatically"" and ""Set automatically"" are turned on, your device's date and time setting probably isn't your issue. Check your connectivity and restart your device or try the other troubleshooting steps.
Check your Google Play country
If the app developer hasn't made the app available in your Google Play country, you can't make in-app purchases.
If you move to a new country, you can change your Google Play country.
If you're still having issues with an in-app purchase and want to give feedback or get help, you can contact Google Play.
Your purchase was handled by Google Play, and all purchases must be verified by Google Play as we do not have your payment or billing information.
Fix payment issues on your account
Contact Google Play
If you're trying to make an in-app purchase but the transaction is declined or the payment won't go through, you can first try troubleshooting the issue on your own.
Check if your payment is complete
How can I review my purchase history? (Apple)
Check your connectivity
Check that you have a WiFi or mobile data connection which is active and working.
A simple way to do this is by searching the web.
If that search doesn’t work, connectivity might be a problem.
Force stop, then reopen the app or game
If you haven't received an in-app item you bought, try closing and restarting the app or game you’re using.
Restart the device
Sometimes restarting the device can help fix in-app purchase issues.
If you're still having issues with an in-app purchase and want to give feedback or get help, you can contact Apple.
Your purchase was handled by Apple, and all purchases must be verified by Apple as we do not have your payment or billing information.
If your payment method is declined in the App Store or iTunes Store
Contact Apple
Check if your payment is complete
How can I review my purchase history? (Android)
Check your connectivity
Check that you have a WiFi or mobile data connection which is active and working.
A simple way to do this is by searching the web.
If that search doesn’t work, connectivity might be a problem.
Fix internet connection problems on Android devices
Force stop, then reopen the app or game
If you haven't received an in-app item you bought, try closing and restarting the app or game you’re using.
1. On your device, open the main Settings app Settings.
2. Tap Apps or Manage applications (depending on your device, this may be different).
3. Tap the app you used to make your in-app purchase.
4. Tap Force stop.
5. Re-open the app you used to make your in-app purchase.
6. Check if your item has been delivered.
Restart the device
Sometimes restarting the device can help fix in-app purchase issues.
1. On your mobile device, hold down the power button.
2. Tap Power off or Restart (depending on your device this text may be different).
3. If needed, hold down the power button again to turn the device back on.
4. Wait for the device to start back up.
5. Re-open the app or game and check if the in-app purchase has been delivered.
Update the Play Store app
In-app purchases work best when you run the latest version of the Play Store.
1. On your Android phone or tablet, open the Google Play Store app .
2. At the top right, tap the Profile picture.
3. Tap Settings Settings and then About and then Update Play Store.
4. The app updates or notifies you that your version is up to date.
How to update apps on Android
Make sure date and time are correct
If you have recently changed the date and time on your device, make sure the date and time are correct.
1. On your Android phone or tablet, open your device's Settings app Settings.
2. Tap System and then Date & time.
Under ""Date & time,"" check if ""Set time automatically” is turned on or off.
Under the ""Time zone"" section, check if “Set automatically"" is turned on or off.
3. If ""Set time automatically"" and ""Set automatically"" are turned off, turn both of them on.
4. Wait a few minutes and check if your problem is fixed.
5. If it's not, restart your device and check again.
If both ""Set time automatically"" and ""Set automatically"" are turned on, your device's date and time setting probably isn't your issue. Check your connectivity and restart your device or try the other troubleshooting steps.
Check your Google Play country
If the app developer hasn't made the app available in your Google Play country, you can't make in-app purchases.
If you move to a new country, you can change your Google Play country.
If you're still having issues with an in-app purchase and want to give feedback or get help, you can contact Google Play.
Your purchase was handled by Google Play, and all purchases must be verified by Google Play as we do not have your payment or billing information.
Fix payment issues on your account
Contact Google Play
If you're trying to make an in-app purchase but the transaction is declined or the payment won't go through, you can first try troubleshooting the issue on your own.
Check if your payment is complete
How can I review my purchase history? (Apple)
Check your connectivity
Check that you have a WiFi or mobile data connection which is active and working.
A simple way to do this is by searching the web.
If that search doesn’t work, connectivity might be a problem.
Force stop, then reopen the app or game
If you haven't received an in-app item you bought, try closing and restarting the app or game you’re using.
Restart the device
Sometimes restarting the device can help fix in-app purchase issues.
If you're still having issues with an in-app purchase and want to give feedback or get help, you can contact Apple.
Your purchase was handled by Apple, and all purchases must be verified by Apple as we do not have your payment or billing information.
If your payment method is declined in the App Store or iTunes Store
Contact Apple
I tried making a purchase but I’m not sure if it was successful or if I’ve been charged.
We know that when some players try to make purchases, the transactions get interrupted.
You may be uncertain as to whether you’ve received your items or been charged for them.
This error might be caused by several things: billing issues, expired credit card or payment method, unstable network connection, security issues, purchase restrictions in the account, etc.
Check your transaction history
In instances like these, you were almost certainly not charged, but we’d suggest making sure by checking your transaction history on the platform where you made the purchase:
How can I review my purchase history? (Android)
How can I review my purchase history? (Apple)
You may be uncertain as to whether you’ve received your items or been charged for them.
This error might be caused by several things: billing issues, expired credit card or payment method, unstable network connection, security issues, purchase restrictions in the account, etc.
Check your transaction history
In instances like these, you were almost certainly not charged, but we’d suggest making sure by checking your transaction history on the platform where you made the purchase:
How can I review my purchase history? (Android)
How can I review my purchase history? (Apple)
It looks like I have been double charged.
If you think you're being billed twice for the same item, please note that purchases made on different dates might be grouped together into a single charge and shown in the receipt you received via email from Apple.
This means that you should check the real date of your purchase to verify if you have been double charged.
To find the exact purchase date, please follow these steps:
1. Go to your Purchase History and find the Order you want to explore.
2. Tap the “Billed to…” text at the bottom of the screen.
3. Tap the individual item in this list
4. You’ll see the exact purchase date displayed here.
For more information, please check the link below.
How apps, content, and subscriptions from Apple are billed
If you need further assistance, please contact Apple.
Contact Apple
This means that you should check the real date of your purchase to verify if you have been double charged.
To find the exact purchase date, please follow these steps:
1. Go to your Purchase History and find the Order you want to explore.
2. Tap the “Billed to…” text at the bottom of the screen.
3. Tap the individual item in this list
4. You’ll see the exact purchase date displayed here.
For more information, please check the link below.
How apps, content, and subscriptions from Apple are billed
If you need further assistance, please contact Apple.
Contact Apple
I was charged for a purchase I canceled.
If a purchase is marked as canceled, it means the transaction did not go through.
Don’t worry — you won’t be charged, and the funds will be returned to your account shortly.
When a purchase is marked as canceled, no money is actually withdrawn from your account.
It may have been temporarily held and will be released soon. In some cases, this can take a few days.
This issue may occur due to differences or mismatches in your payment card details.
Try the following steps to resolve the issue:
* Contact your bank to confirm your card details.
* Visit payments.google.com, and log in with your Google account.
* Go to the Payment Methods section, check your registered payment method, and try making the purchase again.
If you need further assistance, please contact Google Play.
Contact Google Play
Don’t worry — you won’t be charged, and the funds will be returned to your account shortly.
When a purchase is marked as canceled, no money is actually withdrawn from your account.
It may have been temporarily held and will be released soon. In some cases, this can take a few days.
This issue may occur due to differences or mismatches in your payment card details.
Try the following steps to resolve the issue:
* Contact your bank to confirm your card details.
* Visit payments.google.com, and log in with your Google account.
* Go to the Payment Methods section, check your registered payment method, and try making the purchase again.
If you need further assistance, please contact Google Play.
Contact Google Play
I didn't receive my purchase.
Android
If you haven’t received your purchased item right away, don’t worry—it doesn’t necessarily mean there’s an issue.
In some cases, it may take up to an hour for Google Play to process the purchase.
If it’s been more than an hour and you still haven’t received your item, try the following steps.
1. Restart the game and clear a few stages.
2. Check to see if the purchased item has been delivered.
3. Log out of your account and log back in. This often helps resolve issues related to purchases.
If the item still hasn’t been delivered, please check your Google Play purchase history.
How can I review my purchase history? (Android)
If your history shows the purchase as canceled, it means the payment didn’t go through.
If the purchase is listed as pending, please refer to the link below.
I have a pending purchase on my account. (Android)
If necessary, you may choose to cancel the pending purchase.
Since all transactions are handled by Google Play, please follow the steps in the link below if you wish to request a refund.
How can I request a refund? (Android)
Then, restart the game and check again to see if the item has been delivered.
If you’ve tried everything and still haven’t received your item, please contact the SYLO Support Team.
[Insert Email Address]
Be sure to include a screenshot of your Google Play purchase confirmation email and your order reference number (formatted as GPA.1234-1234-1234-12345).
Apple
If you haven’t received your purchased item right away, don’t worry—it doesn’t necessarily mean there’s an issue.
In some cases, it may take up to 10 business days for Apple to process the purchase.
If several days have passed and you still haven’t received your item, try the following steps.
1. Restart the game and clear a few stages.
2. Check to see if the purchased item has been delivered.
3. Log out of your account and log back in. This often helps resolve issues related to purchases.
If the item still hasn’t been delivered, please check your Apple purchase history.
How can I review my purchase history? (Apple)
If your history shows the purchase as canceled, it means the payment didn’t go through.
If the purchase is listed as pending, please refer to the link below.
I have a pending purchase on my account. (Apple)
If necessary, you may choose to cancel the pending purchase.
Since all transactions are handled by Apple, please follow the steps in the link below if you wish to request a refund.
How can I request a refund? (Apple)
Then, restart the game and check again to see if the item has been delivered.
If you’ve tried everything and still haven’t received your item, please contact the SYLO Support Team.
[Insert Email Address]
Be sure to include a screenshot of your Apple purchase confirmation email.
If you haven’t received your purchased item right away, don’t worry—it doesn’t necessarily mean there’s an issue.
In some cases, it may take up to an hour for Google Play to process the purchase.
If it’s been more than an hour and you still haven’t received your item, try the following steps.
1. Restart the game and clear a few stages.
2. Check to see if the purchased item has been delivered.
3. Log out of your account and log back in. This often helps resolve issues related to purchases.
If the item still hasn’t been delivered, please check your Google Play purchase history.
How can I review my purchase history? (Android)
If your history shows the purchase as canceled, it means the payment didn’t go through.
If the purchase is listed as pending, please refer to the link below.
I have a pending purchase on my account. (Android)
If necessary, you may choose to cancel the pending purchase.
Since all transactions are handled by Google Play, please follow the steps in the link below if you wish to request a refund.
How can I request a refund? (Android)
Then, restart the game and check again to see if the item has been delivered.
If you’ve tried everything and still haven’t received your item, please contact the SYLO Support Team.
[Insert Email Address]
Be sure to include a screenshot of your Google Play purchase confirmation email and your order reference number (formatted as GPA.1234-1234-1234-12345).
Apple
If you haven’t received your purchased item right away, don’t worry—it doesn’t necessarily mean there’s an issue.
In some cases, it may take up to 10 business days for Apple to process the purchase.
If several days have passed and you still haven’t received your item, try the following steps.
1. Restart the game and clear a few stages.
2. Check to see if the purchased item has been delivered.
3. Log out of your account and log back in. This often helps resolve issues related to purchases.
If the item still hasn’t been delivered, please check your Apple purchase history.
How can I review my purchase history? (Apple)
If your history shows the purchase as canceled, it means the payment didn’t go through.
If the purchase is listed as pending, please refer to the link below.
I have a pending purchase on my account. (Apple)
If necessary, you may choose to cancel the pending purchase.
Since all transactions are handled by Apple, please follow the steps in the link below if you wish to request a refund.
How can I request a refund? (Apple)
Then, restart the game and check again to see if the item has been delivered.
If you’ve tried everything and still haven’t received your item, please contact the SYLO Support Team.
[Insert Email Address]
Be sure to include a screenshot of your Apple purchase confirmation email.