Begin by ensuring that your internet connection is stable, as it's essential for newly purchased items to be successfully added to the game. 
 
If the connection was interrupted during or right after the purchase, try restarting your app (just close and reopen, DO NOT delete) and check if the item appears in the game.
 
If the purchase still doesn't show up, please reach out to our customer support team and include a screenshot of your purchase invoice.
 
(see the example picture)

Your invoice purchase should show the Order ID (Apple invoice) or Transaction ID (Google invoice), the name of the app, and the name of the package that you bought.

The receipt is emailed to the account used to make the purchase soon after the purchase is completed.

If you can not find it in your email, please go to this Apple/Google link to search for it online.
*For Apple
*For Google
(You may need to be required to sign in)

Please note that we can not accept bank statements or SMS alerts about money withdrawals.

Once we have your invoice, we will try to investigate your issue further.

Please note that this process may take a few working days. We kindly ask for your cooperation during this time.

Rest assured, we will keep you updated and notify you as soon as we have any progress.

However, if our product does not meet your expectations, you can send a refund request to Apple/Google. Kindly refer to the FAQ article "How can I request a refund?" for more guidance.