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Payment issues

I was charged, but didn't receive my purchase

Web and Desktop version

Packages are usually credited instantly, even if you are using a delayed debit payment method like PaySafeCard. If you didn't receive your purchase right away, that means that the payment is still being processed.

However, if you don't see the purchase on your account within 72 hours, please submit a request to support. Please include a screenshot of the purchase confirmation in your request. You need to be logged in to the account you used to make the purchase.

Android

Packages are usually credited instantly, even if you are using a delayed debit payment method like PaySafeCard. If you didn't receive your purchase right away, that means that the payment is still being processed.

However, if you don't see the purchase on your account within 72 hours, please submit a request to support. Please include a screenshot of the purchase confirmation from the Google Play Store in your request. Here's how to find it:

  • Online:
    • Go to the Google Pay website: http://pay.google.com/
    • Sign in to your Google account.
    • Select Activity.
    • Choose your order to view the receipt.
  • Confirmation email:
    • After placing an order on the Google Play Store, you'll receive a confirmation email that includes your order number and receipt.
  • Google Play Store app:
    • Open the Google Play Store on your device.
    • Click on your profile picture in the top right corner.
    • Click on "Payments and subscriptions."
    • Click on "Budget and history."
    • Click on the relevant order to view details about it.

The purchase number typically looks like this: GPA.1234-1234-1234-12345.

Apple

Packages are usually credited instantly, even if you are using a delayed debit payment method like PaySafeCard. If you didn't receive your purchase right away, that means that the payment is still being processed.

However, if you don't see the purchase on your account within 72 hours, please submit a request to support. Please include a screenshot of the purchase confirmation from Apple in your request. Here's how to find it:

  • Online:
    • Go to reportaproblem.apple.com.
    • Sign in with your Apple account and password to see a list of your purchases.
    • Open the details of your purchase. The purchase confirmation should include the Order ID, which consists of capital letters and numbers.
  • On your device:
    • Open the App Store app.
    • Tap the Sign-In button or your photo at the top of the screen.
  • Tap Purchase History to see your purchases. You might be asked to sign in.
  • If you're not sure what you were charged for but know the amount of the charge, search for the amount.
  • If you want to view more purchases, tap "Last 90 days" at the top of Purchase History and choose another way to filter your purchases.
  • Open the details of your purchase. The purchase confirmation should include the Order ID, which consists of capital letters and numbers.

For more instructions, please visit this page: https://support.apple.com/en-us/HT204088

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