I haven't received my in-app purchase (Windows)

You made a purchase on the account but haven't received the promised valuables? Please don’t worry, we are here to help!

First, make sure that payment funds have been debited from your card or deducted from the wallet balance of the payment system you were using when making that purchase. Mainly, check the status of the transaction: whether it is being processed by your bank/payment system, or it has been cancelled already. In case the operation is cancelled, payment funds should return to you in the coming days.

If the operation is successful and everything seems to be in order, please allow our system a little time to accept and process the payment. Wait an hour or two, then check the payment's delivery in the game again.

Is your purchase still missing? Please submit a ticket using the link below. Provide your
game ID, a screenshot with payment details and the following information, depending on your payment method:

Credit/Debit Card
— First 6 and last 4 digits;
— Accurate date and time of purchase.

— Transaction ID;
— PayPal payment email address.

— Transaction ID. To find it, please follow these steps:
- Click on the link: https://www.paysafecard.com/en/
- Scroll down and paste the 16-digit code you used into the field below "Check balance".
- Open payment details to see transaction IDs starting with "pay___ ". Copy all identifiers and send us both screenshots of payments and their text IDs with "pay___".

Sofort/Klarna/Trustly (Adyen)
— Transaction ID;
— Merchant Reference;
— Sort Code;
— Account number and sort code.

— Transaction ID;
— Accurate date and time of purchase.

Please note
If you have encountered a problem with a payment that you've been trying or planning to make directly in the game in its mobile version, please contact our customer support through the game (Settings → Support).

We'll be pleased to help you out!

Still have questions?