My payment failed or Gems are missing

What to do if you were charged but didn't get Gems.

1. Wait a few minutes and reopen your wallet. Some payments take time to confirm.
2. Check History to see if the purchase is there.
3. Check your Google Play or Apple receipt, or bank statement, to see whether you were really charged.

If you were charged and still have no Gems after an hour, contact us with the receipt or transaction reference. Don't buy again until it's sorted.

Updated 11 November 2026