A purchase or prize didn't arrive — what now?

TL;DR

Restart the app (purchases sync automatically), check the inbox for unclaimed prize messages, iOS users can tap Restore Purchases — and if it's still missing, contact support with your user ID.

Updated June 11, 2026

Most "missing" purchases and prizes turn up within a minute of running this checklist. Go top to bottom:

1. Restart the app

Every time the game launches it automatically syncs your purchases with the app store. If you paid but the game crashed or lost connection before delivery, the purchase is granted on the next launch.

2. Is the payment still pending?

Some payment methods are confirmed by the store with a delay. You will see a notice that the purchase is still being processed — the rewards arrive automatically as soon as the store confirms.

3. Check your inbox

Reward messages we send to your account land in the in-game inbox (the messages button on the Home screen) and have to be claimed with a tap. If a prize seems missing, check there first.

4. On iPhone: Restore Purchases

iOS players can open the in-game Store and tap Restore Purchases. On Android this happens automatically.

5. Still missing?

Contact support (Settings, then Contact Support) with your user ID and what you bought or won. Every transaction is recorded on our servers — we can track it down.

Good to know: purchases are validated on our servers and each one is granted exactly once. Nothing gets lost, even when delivery is delayed.

Related articles

How do I contact support?In the game: Settings, then Contact Support. On the web: clevergames.org under Support. Either way, include your user ID — tap it in Settings to copy.
Connection problems and mid-match disconnectsThe game is online-only — battles, coins and progress all live on the server. Most connection problems are solved by checking your network, switching between Wi-Fi and cellular, or restarting the app.
My account was blocked — what can I do?The "Your account has been blocked" screen means the account was actioned for breaking the rules. To appeal, contact support and include the user ID shown on that screen.
Love the game? Rate it, follow us, share itRate the game on the store, grab one-time coin rewards for following CleverGames on Facebook and Instagram in Settings, and share the game with friends.

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A purchase or prize didn't arrive — what now? — Knowledge Center | CleverGames