I made a purchase but didn't receive the goods

In this article, you can find out what you should do if you make a purchase but do not receive the goods. Tap the name of your device's operating system.

Android

☑ 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 [e-mail]. 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 you are inquiring about. 

1. Open the Play Store app on your device.
2. Tap your avatar to open the Menu. 
3. Go to the bottom of the list and find Help & feedback. 
4. Select Contact us at the bottom of the page.
5. Follow the provided instructions to submit 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 by following this link.

iOS

☑ 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 [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. 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.

1. Follow the link. 
2. Type in your question in the pop-up window.
3. To contact support directly, choose the Chat or Call option at the bottom of the page.
4. Follow the provided instructions to submit a ticket and wait for the answer.

Huawei

☑ If you have received a receipt from AppGallery:

Take a screenshot of the payment receipt. You can find it in the payment history:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

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 AppGallery.

Sometimes, the platform needs additional time to finish all the bank transactions.

You may contact AppGallery directly and check the status of the payments that you are inquiring about.

1. Follow this link.

2. Select your region in the Email us field. You will be redirected to the Support page of your region.

3. Select your preferred contact method.

Check out a video instruction on our official YouTube channel: