A purchase or prize didn't arrive — what now?
For a missing purchase, reopen the game and check its status. For a missing reward, check the inbox. If it is still missing, contact support with your user ID.
Updated August 17, 2026
A purchase that did not arrive and a reward that was not claimed are two different cases.
If a purchase is missing
Reopen the game and check the purchase status. Do not buy the same item again while the first purchase is still processing or waiting for approval. For the full steps, see I paid but got nothing — what now? in the Store category.
If a reward is missing
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.
Still missing?
Contact support (Settings, then Contact Support) with your user ID, what you bought or won, and the approximate time. If the store shows the purchase as completed, mention that too.
Support never needs your password or credit-card details. Include only your user ID, the item name and the approximate time.