If you have made a transaction with in-game currency (Units, Orbs, etc.), but have not yet received the items, we may be able to assist you.
You may experience a small delay after your transaction is completed before any items are delivered to your account.
If you cannot find the missing purchase, please restart the game and check if the purchase has appeared. Reloading the game can resolve temporary display issues.
If you still need help finding the missing purchase, reinstalling the app can also help resolve issues. Follow each of these steps in order:
- Uninstall the game.
- Turn off your device.
- Wait 10 seconds, then turn on your device.
- Reinstall the game.
You may also find it helpful to read the article on our support site that covers basic iOS Troubleshooting or Android Troubleshooting to see more detailed reinstallation instructions.
Once you have completed the troubleshooting, if the purchase still does not appear, please contact Kabam Support from the email that is associated with your account as the Kabam ID.
When you open a ticket, be sure to include:
- Details on what you purchased (the package, offer, item, etc.).
- An estimate of when you made the transaction.
- Any other details about the transaction you think may be helpful (if there were many transactions around this time, for example, specifics as to which one has gone missing).
If you do not contact Kabam Support from your Kabam ID email, you will need to provide the following information to verify your account ownership:
- What was the original in-game player name of your account? Write this name exactly as it appeared in the game.
- What are your first two real-money purchases? Include the dates (yyyy-mm-dd) and the amount of real money you spent on iTunes, Google, or Xsolla.
- Did you ever attach a Kabam ID to your account, and what was the original email address that was linked to your account? Write the exact email address you attached to your account as a Kabam ID.
- What country, province, state, or city were you in when you created your account?
- What is the creation date of your account? Estimate the date (yyyy-mm-dd) of when you created your account in the game
This information will help us quickly locate any items that may have gone missing.
If we confirm that a transaction never made it to your account, we will happily deliver the items.