Please note! If you have made purchases with Apple, please seek their support here for help with your issue.
I DIDN’T GET MY ANDROID PURCHASE!
If you’ve made a purchase, but did not receive your order, please bear with us! It may take a few minutes for your purchase to be delivered.
Please do not attempt to make the purchase again, as it may lead to duplicate charges.
If you’ve been waiting some time for your purchase, contact Support. You can do this from in-game ‘Help and Support’ by tapping the blue Message Bubble in the top right of the screen and selecting ‘Leave a Message’, then ‘Purchases’.
In order to verify your purchase, we will ask you to provide your transaction ID and a screenshot of your receipt. Here are a couple of ways to find your receipt/transaction ID:
Open your related email account, and search the inbox for "Google Play order receipt".
Select the order on your Google Payments transactions page to view your receipt.
The transaction ID might look like this…
GPB.123456789012345, or
GPA.1234-5678-9012-34567
…and must be visible in the screenshot. This can help us resolve the issue.
Note! When sending screenshots or receipts, make sure that all personally identifiable information is not visible. This includes:
Your full name
Phone number
Home address
Credit card information
Bank account information
See our full guide on how to redact personally identifiable information from your receipts and screenshots here.
MY PURCHASE WAS CANCELED!
If you’ve tried making a purchase but your order was canceled, you will not be charged for that order.
However, Google Play may put a temporary “reservation” on your credit card equal to the value of the purchase. But don’t sweat it! These “reservations” clear automatically after a short period of time.
If the reservation does not clear, please reach out to Google Play here.
Why Does this Happen?
Canceled purchases are likely to occur if your billing address and/or the name registered in your Google Wallet is different from the one on your credit card.
Straighten this out by contacting your bank to confirm the details, then log into your Google Pay, and select “Payment Methods” to verify that your information is consistent.