My purchased items are not delivered

Occasionally, purchases may not be delivered due to a technical issue, payment processing delays, or short internet connection issues on the device. While we strive to ensure seamless transactions, these challenges can still arise. Rest assured, our customer support team is here to help resolve the issue quickly, whether that means delivering the purchase or issuing a refund. 

Sometimes closing the game from the background in your device can help resolve this issue quickly. If this does not help and you confirm the purchase was not delivered, you can get in touch with us. Here's what to do if you encounter this problem.

What to Provide When You Contact Us

To investigate and resolve your issue effectively, we will need the following details:

1. A detailed description of the purchase: Include the contents of the purchase and whether it was part of a standard or special offer.

2. A copy of your purchase receipt.

Providing these details helps us locate your transaction and address the issue promptly.

 

How to Locate Your Purchase Receipt

For iOS Users:

If your purchase was made on an iOS device, refunds can only be processed through Apple services. Please follow one of the options below:

• Contact Apple Customer Support: Reach out to Apple directly and request a refund.

• Use Apple’s Self-Service Tool: Log in to reportaproblem.apple.com to submit a refund request.

For Android Users:

If your purchase was made on an Android device, we can process refunds using the invoice number provided by Google. Follow these steps to locate the necessary details:

1. Go to payments.google.com.

2. Sign in using the Google account associated with the purchase.

3. Select Transactions to view your Play Store order history.

4. Find and select the purchase in question.

5. Share the invoice details with us. The invoice number should start with GPA. and consist of a series of numbers. Other details, such as bank transaction IDs, cannot be used to locate the payment.

 

What Happens Next

Once we receive the required information, our team will investigate and take one of the following actions:

• Deliver the Purchase: Our first priority is to deliver your purchase to your in-game inbox. How to claim in-game delivery items from inbox?

• Issue a Refund: If the purchase cannot be delivered. In such cases, we will issue the refund on Google Play immediately and the refund will be handled between your payment provider and Google directly. This usually takes up to 5 working days but we cannot give you an exact estimate as the payments are handled between your provider (bank, PayPal etc.) and Google.

For any questions or further assistance, please don’t hesitate to contact us. We're committed to ensuring your satisfaction! Create a ticket.