My purchase doesn't appear in the game
In general, purchased items are added to your game immediately. Occasionally, they may take a while to arrive; this means your purchase is still being processed. There is no need to try to buy the items again, as they should arrive soon!
Typically, if the items haven’t arrived after a few hours, force closing the game and reopening it may resolve the issue.
If force closing your game didn't work, and you would like the items to be credited to your game, please provide us with a screenshot of your purchase receipt and order number. The order number can be found on the purchase receipt, and it looks like this:
- ABCD12E3456F (iOS)
- GPA.0123-4567-8998-7654-01624 (Android)
It is not uncommon for Apple to delay the delivery of a purchase receipt to a few days after the purchase. They may also include other purchases in one receipt, and the receipt date might not match the actual purchase date(s).
You can read more about how Apple receipts work here. To learn how to access your order history for Android / Google Play, click here.
We suggest checking your receipt(s) against your actual bank charges. If you still feel that the charges are suspicious, please send us a copy of the receipt(s), and we will be happy to take a closer look. For your security, please mask personally identifiable information such as your home address and credit card info.
What if I made the purchase through Facebook?
All payments in our Facebook games are handled by Meta. For security reasons, we do not store any payment details of our users here at Wooga.
To request the refund of a purchase made in one of our Facebook games, you will need to go to your payment history and “Dispute” a payment. Follow this link to find out more about payments on Facebook.