I did not get my purchase!

When you make a purchase in the game, it usually gets delivered right away. However, sometimes, the delivery may take a little longer. There could be a delay in the payment processing on the platform due to some extra traffic. Please close the game and launch it again, as it should help the purchase come through.

In situations where a purchase is delayed, we recommend that you don't try to make another purchase of the product you want. Otherwise, you may receive an unwanted charge.

If you haven't received what you bought after 24 hours, please get in touch with Apple Support. Apple processes all payments made in the game.

You can contact Apple Support here.

Apple confirmed I made a purchase, but I still do not see it. What can I do?

If your purchase was confirmed by Apple as processed, but you still do not see it being delivered to your game, please get in touch with our Player Support team for further assistance. Please provide them with as many details of this purchase as possible, including an App Store receipt for this transaction. You can find the receipt by following the steps below:

1. Please access Settings on the device
2. Please select your username and then iTunes & App Store (please note that due to security reasons, you may be asked to log in)
3. Please swipe for the purchase you believe has not been delivered and tap it.

Why was I overcharged? 

On iOS devices, the receipt you receive from the App Store can bundle several purchases into one transaction. Please note that this receipt can also take several days to be sent, so it may look like the purchases listed on that receipt were made on the same day.

If you still think you were charged extra, please contact your app store's customer support here. They'll provide more details on your purchases and the tax policy for online shopping in your region.

4. Troubleshooting & known issues

- Didn't find what you were looking for?

If there is something we forgot to explain or something is not working as it should, you can submit a request to our Player Support.

- I'm unable to open the reward or mystery chests. What can I do?

An Internet connection is required so the videos can be served to your game and you can claim the Basic chest. If the chest does not display the video button when the countdown to a new chest is over, please check your connection.

The chests require a stable internet connection at all times to open. In case you're receiving a connection error when you attempt to open a chest, please try the following to see if the problem is solved:

- Check on your device if the date and time settings are correct. Please remember that incorrect local time may cause errors when collecting rewards. It can also cause unlimited lives to be instantly used, so we strongly recommend using automatic date & time settings.
- Close the game fully, check that your device is connected to a strong and stable internet connection, then launch the game again
- If you use mobile data when this happens, please use a Wi-Fi connection instead.
- Wait for a while and try again later in case of a temporary connection problem.