Android
If you’ve completed a purchase but haven’t received your order, please wait a bit! Sometimes it may take a little while for items to be delivered.
Be careful not to attempt the purchase again, as it could lead to a duplicate purchase.
However, if you’ve been waiting for too long after your purchase, please contact our Support Team. In the game, go to “Help & Support,” tap the blue speech bubble in the top-right corner, select “Compose Message,” and then choose “Purchase.”
You’ll then be asked to provide a transaction ID and a screenshot of your receipt as part of the verification process. Here’s how to find your receipt and transaction ID:
* Open the relevant email account and look for “Google Play Order Receipt” in your inbox.
* Go to the Google Payments history page, select the relevant order, and view the receipt.
The transaction ID may look like one of the following:
* GPB.123456789012345 or
* GPA.1234-5678-9012-34567
Make sure this transaction ID is visible in your screenshot—this will help us resolve the issue.
Important! When sharing your receipt or screenshots, please ensure that no personally identifiable information (PII) is visible. Examples of PII include:
* Full name
* Phone number
* Home address
* Credit card details
* Bank account information
For instructions on how to remove PII from receipts and screenshots, check this guide.
My purchase was canceled!
If you attempted a purchase but the order was canceled, you will not be charged for that order.
However, Google Play may place a temporary authorization hold on your credit card for the purchase amount. Don’t worry! These “authorization holds” are automatically canceled after some time.
If the authorization hold has not been removed, please contact Google Play here.
Why did this happen?
Purchases are often automatically canceled if the billing address or name registered in Google Wallet does not match the details on the credit card.
Please contact your bank for more information, or log in to Google Pay to ensure the information under “Payment Methods” is accurate.
Be careful not to attempt the purchase again, as it could lead to a duplicate purchase.
However, if you’ve been waiting for too long after your purchase, please contact our Support Team. In the game, go to “Help & Support,” tap the blue speech bubble in the top-right corner, select “Compose Message,” and then choose “Purchase.”
You’ll then be asked to provide a transaction ID and a screenshot of your receipt as part of the verification process. Here’s how to find your receipt and transaction ID:
* Open the relevant email account and look for “Google Play Order Receipt” in your inbox.
* Go to the Google Payments history page, select the relevant order, and view the receipt.
The transaction ID may look like one of the following:
* GPB.123456789012345 or
* GPA.1234-5678-9012-34567
Make sure this transaction ID is visible in your screenshot—this will help us resolve the issue.
Important! When sharing your receipt or screenshots, please ensure that no personally identifiable information (PII) is visible. Examples of PII include:
* Full name
* Phone number
* Home address
* Credit card details
* Bank account information
For instructions on how to remove PII from receipts and screenshots, check this guide.
My purchase was canceled!
If you attempted a purchase but the order was canceled, you will not be charged for that order.
However, Google Play may place a temporary authorization hold on your credit card for the purchase amount. Don’t worry! These “authorization holds” are automatically canceled after some time.
If the authorization hold has not been removed, please contact Google Play here.
Why did this happen?
Purchases are often automatically canceled if the billing address or name registered in Google Wallet does not match the details on the credit card.
Please contact your bank for more information, or log in to Google Pay to ensure the information under “Payment Methods” is accurate.
iOS
Usually, you’ll receive your items immediately after making a purchase, but occasionally there can be delays. If your order is delayed, it means your purchase is still processing. In that case, there’s no need to buy again—please wait!
If you haven’t received the items you purchased, contact Apple Support. All payments made through the game on iOS are directly managed by Apple.
Contacting Apple
You can reach Apple Support here.
If Apple confirms that your payment was processed but you still haven’t received your purchased items, please contact our Player Support Team, and we’ll assist you further!
If you haven’t received the items you purchased, contact Apple Support. All payments made through the game on iOS are directly managed by Apple.
Contacting Apple
You can reach Apple Support here.
If Apple confirms that your payment was processed but you still haven’t received your purchased items, please contact our Player Support Team, and we’ll assist you further!