If you purchased gems or the Ultimate Pack and have not received them, it has most likely been delayed while Google Play/iOS App Store verifies and processes your purchase information. Unfortunately, we cannot provide an update on how long these delays may be for each individual.
Most of the time, a delay will resolve in a few minutes to an hour. On rare occasions, there have been delays of 24 hours.
Sometimes, purchases will be canceled or denied by Apple or Google. You can check that by logging into your iTunes or Google Wallet account.
If you were successfully charged, but did not receive your gems or Ultimate Pack please submit a Support ticket from in the game. To investigate your purchase, we'll need the following info included in your ticket:
- The Transaction Number from Google Play OR the Receipt Number from iTunes
- The date and time of the purchase
- The amount of the purchase or amount of Gems you purchased
All the info can be found on your email receipt from Google Play or iTunes. If you no longer have the email, the info is also located in your game store purchase history.
Please note: If you are experiencing a purchase delay, you won't be able to buy that same item again until the purchase goes through.