You may have this problem for several reasons:
1. If you have failed to perform purchases in the game:
1) Your Internet connection must be stable to make purchases. We recommend using stable Wi-Fi, or at least a 3G / 4G connection to make your purchases.
2) Temporary problems can occur in App Store / Google PlayWait a few minutes before trying again or restart App Store / Google Play to resolve this issue.
2. If you were able to pay but didn't receive anything:
1) First check your Internet connection.All purchases must be done with stable internet. We recommend using stable Wi-Fi, or at least a 3G / 4G connection to make your purchases.
2) If the purchase does not always appear in play, contact us by touching one of the links below. Provide all the following information to accompany your claim:
I. Your ID (You can find your ID in the setting panel or on the lodding page)
II. A screenshot of your purchase. The invoice is sent by e-mail to the account used to make the purchase. Include your time of purchase, purchased item and order reference.
III. Any abnormal things during the purchase (like error, crash, blockage, etc.)