Steps to resolve a missing item purchase:
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Restart your game and pass a few levels.
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Check your inventory for the purchased item.
If the item is still missing:
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Open your Google Play purchase history. You can also locate receipts in the Google Play Payment Centre: scroll down to ‘Find your Receipt and Order Number’.
- Look for a purchase needing cancellation or authorization.
- Cancel any pending purchase.
- Restart your game.
Still no item? Contact our Player Support team:
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Use the Contact Us button at the bottom of this article.
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Include a screenshot of the Google Play order confirmation email with the order reference code (e.g., ‘GPA.1234-1234-1234-12345’).
For screenshot guidance, visit take-a-screenshot.org.
Important Note: Third-party payment methods (via Google Pay) are not accepted.
Any payment method which requires the player to complete their purchase outside the game is not supported. Please use another method to avoid purchase issues. For more information on adding or changing payment methods, or fixing Google Play issues, please visit Google Play support.