Purchased items will be delivered within 48 hours upon purchase. (To check if the purchases were delivered, you should re-enter the Shop periodically to receive the purchased items).
If the purchases were not delivered and you were charged on your account, kindly try the following steps first:
- Completely restart the game (close the game with your device's app manager and force close is required)
- Open the Shop again after re-entering the game
- Tap on the "Buy" button on the package you are experiencing issues with
IMPORTANT: Do NOT finalize the purchase. Click "Back" when it asks you to confirm the payment and check if this will trigger the delivery of the missing pack.
If you still do not receive the package, please proceed to the steps below:
- Open a ticket through our customer support channel (More > Contact Us)
- Attach a screenshot of your purchase receipt to the ticket
*IMPORTANT: If you made several purchases of the same price on the same day or a day prior, please attach the receipts for ALL of them. This is because iOS store purchases do not include a timestamp, so all receipts are required for investigation. Receipts from a day prior are to be included to factor in time zone differences.
- Please make sure the Order ID for all receipts are visible when attaching them to your ticket *iOS store Order ID is a 10 digit string of letters and numbers present in your receipt
Sample receipt:
Include the following information:
- PID / Lord Name / Kingdom Number
- Name of package
- Time and date of purchase
* iOS Store purchases cannot be refunded from our channel, if you have a transaction that failed and wish to apply for a refund, please contact Apple's Customer Support: https://support.apple.com/
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