In this situation please contact our Customer Support Service and send the following information to check the status of your purchase:
1. Your Support ID.
To find it, enter the game, go to Settings (the gear button in the lower right corner) and tap a similar button in the top left corner of the window.

2. Your Google order number (GPA.XXXX-XXXX-XXXX-XXXXX) or a screenshot/photo of the whole purchase receipt including the number.
All orders in Google Play go through Google’s payment system, regardless of the payment method you used. You can find your purchase information in your Google Mail account or profile at

If the purchase was made on an iOS device, please send us a screenshot or photo of the purchase receipt in PDF/JPG/PNG format.
You can find a purchase confirmation letter right on your iOS device: check the e-mail that you're using with your Apple ID.

3. Some details about the purchase process:
- Did you receive anything or is the purchase fully missing?
- Were there any errors (crashes, freezes, Internet disruptions, etc.) during the purchasing process?
- If the purchase was made through the game bank, what slot did it occupy?
- What exactly did you try to purchase?