We’re here to help if your purchase is missing. Don’t worry — we’ll work together to get this sorted out! Follow these steps to troubleshoot the issue:
Step 1: Wait 24 Hours
Sometimes purchases can take a bit of time to process. If your purchase hasn’t shown up yet, please wait up to 24 hours before trying the next steps. Many times, the purchase will appear in your account automatically.
Step 2: Check Your Purchase History
It’s important to confirm that your purchase went through. Follow the instructions for your platform:
Google Play (Android):
- Go to play.google.com.
- At the top right, tap your Profile icon.
- Tap Payments & subscriptions
Budget & Order history.
- Review your orders.
Apple (iOS):
Go to the App Store app
on your iPhone.Tap
or your picture at the top right, then tap Purchase History.You may be asked to authenticate with Face ID, Touch ID, or your passcode.
To narrow the results, enter the name, price, or order ID in the search field.
To change the search criteria, tap “Last 90 Days, Paid,” then set any of the following:
Date range
Cost (free or paid)
Type
Family member (available if you’re the organizer of a Family Sharing group)
Samsung Galaxy Store:
After logging in to Galaxy Store, you can check the apps you have purchased (installed) by tapping “Menu” and then “My apps.” From the Galaxy Store menu screen, you can also update your apps or check your purchase history (Receipts).
Windows Store:
To review app, game or subscription purchases, track orders or view and print invoices, sign in to the order history page on your Microsoft account dashboard -> https://account.microsoft.com/billing/orders
To see more orders and past purchases, select the Ordered within Past 3 months dropdown.
Amazon Appstore:
You can view the details of your digital orders and print an invoice at any time:
- Click "Your Account" on the top right-hand side of the Amazon.com website.
- Once on the Your Account page, find the Orders section.
- At the top of the Orders page, click "Digital Orders."
Step 3: Locate Your Purchase Receipt
If the purchase is showing in your history but still hasn’t arrived, having your receipt handy will help us investigate faster. Here’s how to find it:
Google Play (Android):
Check your email for a receipt from Google Play. It should be sent to the Gmail account linked to your device. Look for an email with the subject "Your Google Play receipt."
Find your Google Store receipt & order number
Apple (iOS):
Look for an email from Apple with your receipt. The email will be sent to the address linked to your Apple ID. You can also view it by checking your purchase history (see instructions above).
Samsung Galaxy Store:
The Galaxy Store sends receipts to the email address linked to your Samsung account. Search for "Galaxy Store" in your inbox.
Windows Store:
Locate the receipt in your email, sent by Microsoft. Alternatively, check your Order history in the Microsoft Store (see above).
Amazon Appstore:
You can view the details of your digital orders and print an invoice at any time:
- Click "Your Account" on the top right-hand side of the Amazon.com website.
- Once on the Your Account page, find the Orders section.
- At the top of the Orders page, click "Digital Orders."
Xsolla (Desktop):
If you entered an email address while making a payment, all receipts will be emailed to you. Please check your inbox and spam folder for emails from mailer@xsolla.com, as you might find your receipts there. If you still need assistance, please reach out to us in your Xsolla Wallet account.
Step 4: Contact Us
If you’ve waited 24 hours, confirmed the purchase went through, and still don’t see your items, reach out to us! Please include:
A screenshot of your receipt.
Your player ID (found in the game settings).
A brief description of the issue.
Our team will review your case and work on getting your items delivered as quickly as possible. Thanks for your patience and understanding!