We're so sorry that your purchased items haven't appeared in your account. Our team is always working to ensure a smooth gameplay experience; although incidents can sometimes occur due to factors beyond our control, rest assured that we'll make things right!
If no items arrived to your account after your purchase, please follow these steps to receive your missing items:
- Restart the app (by force closing it from your app switcher and then relaunching it).
- Tap on your profile picture in the top left corner, and then tap on "News & Messages".
- In your Messages, you should see the message "Your Purchase is Here!" containing the purchased items.
- Tap on the message to collect your items!
After following the above steps, if nothing appeared in your Messages, please send a support ticket here and include the following information:
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Your in-game User ID.
- If you don't know where to find it, please click here for instructions.
- If you have provided your User ID to our help desk in the past, you can skip this step.
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A description of some of the items included in the promo to help us locate the product.
- It does not need to be a full list with exact amounts.
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A screenshot of the order number, date, and time in your Google Play or Apple receipt email (example here) to allow us to locate your transaction record.
- If there are multiple orders in your screenshot, please indicate which order was affected to reduce the investigation time.
- If your Apple order shows as "pending", your email receipt may be unavailable. Please follow these steps instead:
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- Go to the Settings app> your Apple ID> Media & Purchases> View Account> Purchase History
- Take a screenshot of the pending purchase.
- Please let us know the approximate time and time zone that the purchase was made.
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- (optional) A description of what it looked like after you tapped the payment button to help us with our issue investigation.
We will verify your details and then notify you upon delivering the missing items to your account. In some cases, we apologize that this may not be guaranteed if unusual patterns are detected in your purchase history.