In this article, you can find answers to frequently asked questions about payments.
☑ If you have received a receipt from Google Play:
Take a screenshot of the receipt. You can find receipts in your email; they come from googleplay-noreply@google.com. If you cannot find the receipt in your inbox, you can open all your purchases here.
After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that money did not reach the game and is stuck between your payment method and Google.
Note
Sometimes, the platform needs additional time to finish all bank transactions.
You can contact Google Play Support directly and ask to check the status of the payments you are inquiring about.
- Open Play Store on your device.
- Tap your avatar to open the Menu.
- Go to the bottom of the list and find Help & feedback.
- Select Contact us at the bottom of the page.
- Follow the provided instructions to create a ticket and wait for the answer.
If the Сontact us button is not there for some reason, you can initiate a dialogue with Google Support by following this link.
☑ If you have received a receipt from Apple:
Take a screenshot of the payment receipt. You can find the receipts in your inbox. They come from no_reply@email.apple.com. If you cannot find the receipt in your inbox, you can check the payment history:
- Open the Settings app.
- Tap your name, then tap Media & Purchases.
- Tap View Account. You might be asked to sign in.
- Tap Purchase History.
- Tap Last 90 Days, then select a different date range.
You can also find the list of your recent purchases here.
After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that money did not reach the game and is stuck between your payment method and Apple.
Note
Sometimes, the platform needs additional time to finish all the bank transactions.
You may contact Apple directly and ask to check the status of the payments you are inquiring about.
- Follow the link.
- Type in your question in the pop-up window.
- To contact Support directly, choose Chat or Call option at the bottom of the page.
- Follow the provided instructions to submit a ticket and wait for the answer.
First, try reloading the game tab. If the reward is still missing, use the instructions below.
☑ If you have received a receipt from Xsolla:
You can find receipts in your email; they come from mailer@xsolla.com. Take a screenshot of the receipt and send it to our Support team. Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that money did not reach the game and is stuck between your payment method and Xsolla.
Note
Sometimes, the payment provider needs additional time to finish all the bank transactions.
You may contact Xsolla directly and ask to check the status of the payments you are inquiring about. You can contact the Xsolla Support team by following this link or using the payment window. To contact Xsolla through the payment window, click the cat icon in the bottom-right corner.
Try switching to an alternative payment method. If this does not help, contact Google Play Support:
- Open the Play Store app on your device.
- Tap your avatar.
- Go to the bottom of the list and find Help & feedback.
- Select Contact us at the bottom of the page.
- Fill out the form and wait for the answer.
If the Сontact us button is not there for some reason, you can initiate a dialogue with Google Support by following this link.
Try switching to an alternative payment method. If this does not help, contact Apple Support:
- Follow the link.
- Type in your question in the pop-up window.
- To contact Support directly, select the Chat or the Call option at the bottom of the page.
- Follow the provided instructions and wait for the answer.
If the payment window does not load, follow these steps:
- Clear the cache of your browser. You can find the instructions here.
- Make sure to disable extensions, e.g., AdBlock. You can find the instructions here.
- Use a different browser. You can find the instructions here.
If none of the above helps, you need to do the following:
- Take a screenshot of your browser screen.
- After that, contact our Support team and attach the screenshot to your request. Our specialists will review your ticket.
If you get an error while making a payment, contact the payment provider Xsolla by following this link or using the payment window.
To contact Xsolla through the payment window, click the cat icon in the bottom-right corner.
To make purchases in the game, you need to add a valid payment method to your Google or Apple account. If you have not done this yet, then you can do it directly during the purchase.
Adding a payment method while making a purchase
- Tap an in-game item you want to purchase.
- Select your preferred payment method.
- Follow the instructions and add a new payment method to your Google/Apple account.
- Complete your purchase.
To add a payment method in the Google Play Store app:
- Open the Play Store app.
- Tap the icon with three horizontal lines in the upper-left corner and select Payment Methods.
- Select your preferred payment method from the Add a payment method list.
- Follow the instructions to add a new payment method to your Google account.
To edit/remove payment method:
- Open the Play Store app.
- Tap the icon with three horizontal lines in the upper-left corner, select Payment Methods, and then Other Payment Settings.
- Tap Edit or Remove under the payment method you want to edit or remove and follow the instructions.
To add/edit/remove payment method:
- Open Settings.
- Tap your name.
- Tap Payment & Shipping. You might be asked to sign in with your Apple ID.
- To add a payment method, tap Add Payment Method.
- To update the payment method, tap your current payment method, then edit your information. You might need to enter the security code printed on your credit or debit card.
- To remove a payment method, tap Edit and then the Delete button.
- To change the order of your payment methods, tap Edit, then use the move order icon —
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Apple might delay or group multiple purchases into one bill. It might look like you are charged more money than you intended, while in reality, it is the sum of several payments you made.
You can learn more about how Apple manages payments in this article.
To contact Google Play Support:
- Open the Play Store app on your device.
- Tap your avatar to open the Menu.
- Go to the bottom of the list and find Help & feedback.
- Select Contact us at the bottom of the page.
- Follow the provided instructions to create a ticket and wait for the answer.
If the Сontact us button is not there for some reason, you can initiate a dialogue with Google Support by following this link.
To contact Apple Support:
- Follow the link.
- Type in your question in the pop-up window.
- To contact Support directly, select the Chat or the Call option at the bottom of the page.
- Follow the provided instructions to submit a ticket and wait for the answer.
You can contact Xsolla Support by following this link or using the payment window. To contact Xsolla through the payment window, click the cat icon in the bottom-right corner.