I paid but got nothing — what now?
Learn what to do when a purchase is processing, waiting for approval or was paid for but has not appeared yet — and why you should not buy it again.
Updated August 17, 2026
If a purchase has not appeared yet, first check the message shown in the game. A purchase that is still processing is different from one that is waiting for approval.
Try this first
Do not buy the same item again. This can create a second charge without speeding up the first purchase.
Wait a little and reopen the game. The game checks earlier purchases again when it starts.
Read the status message. It tells you whether the purchase is still processing or waiting for approval.
Still missing after the store completed it? Contact support and include your user ID and the approximate purchase time.
Still processing
If the game says the purchase is still processing, wait and reopen the game later. If you were charged, the items may appear shortly or the next time the game opens. Do not purchase the same item again.
Waiting for approval
The purchase request is waiting for approval. At this stage you have not been charged and have not received the item. If the request is approved, the purchase completes automatically — there is no need to try again.
An earlier gem purchase was recovered
If the game says an earlier purchase was recovered, the earlier gem purchase was completed and the gems were added to your account. Check your gem balance before contacting support.
Refunds
Refunds are handled entirely by Google Play or the App Store — request them there, not in the game. Heads-up: when a gem purchase is refunded, the granted gems are removed from the account, and a refunded VIP or No Ads is revoked.
Before trying again, reopen the game and check the purchase status. If you contact support, include your user ID and the approximate purchase time.