If your purchase hasn’t arrived yet, it doesn’t necessarily mean something went wrong. Purchases can sometimes take up to an hour to process. If it still hasn’t appeared after an hour, please follow the steps below to resolve the issue.
Important Note: Unsupported Payment Methods
Third-party payment methods (via Google Pay) that require completing the purchase outside the game (e.g., PIX, Klarna, OXXO) are not supported. To avoid purchase issues, please use a supported payment method.
For help with adding or changing payment methods or resolving Google Play issues, visit Google Play Support.
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 to see if the purchased item is there
- Log out and back in yo your account. This can often help process the purchase.
If the item is still missing
- Open your Google Play purchase history.
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You can also locate receipts in the Google Play Payment Center by scrolling 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 us
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Contact Us/Chat with us at the bottom of this article.
- Include a screenshot of the Google Play order confirmation email showing the order reference code (e.g., ‘GPA.1234-1234-1234-12345’).