🖥️ Desktop Players
If you are missing a purchase on desktop, please be patient and wait up to an hour for it to appear. If it still hasn't shown up after that, open a support ticket with us as soon as possible so we can manually activate your purchase.
👉 Click here to submit a request and select "Missing Purchase"
📱 Mobile (iOS & Android) Players
If you are missing a purchase on mobile, first wait up to an hour for it to appear. If it still hasn't shown up, try the Restore Purchases button before opening a ticket. This can fix most issues instantly.
Tap the ⚙️ settings icon on the left side of the screen → tap "Restore Purchases" and wait a few seconds.
If your purchase still isn't showing after restoring, open a support ticket with us as soon as possible.
👉 Click here to submit a request and select "Missing Purchase"
📄 Speed Up Your Support Request — Attach Your Receipt!
Including proof of purchase helps us resolve your issue much faster. Here's where to find your receipt:
- Desktop — Log in to xsolla.com to find your purchase receipt
- Android (Google Play) — Visit payments.google.com to view and download your receipt
- iOS (App Store) — Open the App Store on your iPhone → tap your profile photo at the top → tap Purchase History → find your purchase and take a screenshot. You can also check the email linked to your Apple ID — Apple sends a receipt email for every purchase, search your inbox for "Your invoice from Apple"
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