Purchase Not Received

Modified on Thu, 1 May at 6:33 PM

Try these steps if you don't receive your Gems of War purchase immediately.

To receive a refund, you'll need to contact the publisher of Gems of War on your platform.

Close and reopen the in-game shop

If you are in the shop or another menu, return to the World Map and then select the Shop Icon again. If this does not work, try returning to the World Map and opening the PVP Menu, then returning to the shop again. This forces the game to manually connect to the server.

Wait an hour and reopen Gems of War

Sometimes the purchase may take up to an hour to come through. After waiting an hour, try force closing the game and reopening it to see your purchase.

Check background app refresh is enabled

If you're on a mobile device search for "Background app data" or background app settings and ensure this is enabled for Gems of War.

On iOS:

Open Settings > General
Select Background App Refresh
Check Background App Refresh is enabled for all Apps as well as Gems of War (toggle to green)

On Android:

Ensure background app refresh is set to Enabled/On for Gems of War in Settings
From the start screen, open Settings
From the Mobile section, tap “Mobile Data Usage.” or Data
Select Gems of War
Check “Allow background data usage" is on or enabled
In Settings, tap “Data Usage.”

Contact support

If you still don't have your purchase after waiting an hour, contact support with "Purchase Issue" selected, a screenshot of your receipt and your invite code - we'll sort you out! Please include a receipt.

For more information on how to locate your receipts: Locating Purchase Receipts

To be able to assist you as fast as possible, please contact Support ASAP if you still do not see your purchase within 24 hours.

If you contact Support after an event ends, a flash offer is no longer available or you wait more than a week, there is a chance they will not be able to verify your purchase.

NOTE: Didn't get a receipt? Your purchase may not have gone through and you may not have been charged. Some receipts can take up to a day to send.