Why Haven't I Received the Items I Purchased?
It can be alarming to make a purchase and not see your items. Don't worry, we're here to help you solve this mystery and track down your goodies.
You found a great deal in the shop, made a purchase, and your account was charged... but your diamonds, coins, or special bundle are nowhere to be found. It’s a frustrating situation, but there's a logical process to figure out what happened and how to get it resolved. The key to solving this lies in your purchase receipt.
This guide will walk you through the first steps to take, how to find your all-important receipt, and who to contact based on what you discover.
Your First Step: Check the Status of Your Purchase
Before you do anything else, you need to play detective and find out the status of your transaction. Your purchase receipt from Apple or Google holds all the clues. There are three possible scenarios.
Scenario 1: You Received a Receipt and the Purchase is "Completed"
This is great news! It means the transaction was successful and the payment went through. If your items haven't appeared yet, try this simple fix first:
- Completely close and restart the Travel Town app. Sometimes, this is all it takes to force the game to sync with the server and deliver your items.
- Wait about 10-15 minutes. There can sometimes be a short delay between the payment processing and the items appearing in your account.
If you've done this and your items are still missing, it's time to contact the Travel Town support team. Make sure to include a copy of your receipt, as they will need it to investigate.
Scenario 2: Your Receipt Shows the Payment is "Pending"
If your receipt status says "Pending," it means the payment platform (Apple or Google) is still processing the transaction. Your goodies are on their way, but they're stuck in traffic! In this case, there's nothing to do but wait. The items should arrive as soon as the payment is fully processed.
Scenario 3: You Never Received a Receipt at All
If you were never emailed a receipt and you can't find the purchase in your history, it's a strong sign that the transaction failed and never actually completed. In this case, the issue is not with the game but with the payment platform. For a detailed explanation, please read our guide on how to fix failed purchases. You will likely need to contact Apple or Google support to resolve the payment issue.
How to Find Your Purchase Receipt
Your receipt is your proof of purchase and the key to getting help. Here’s where to find your purchase history:
- For iPhone and iPad Users (Apple): Apple emails a receipt for every purchase. You can also view your full history by following the official guide here: See your purchase history for the App Store.
- For Android Users (Google Play): Google Play also emails receipts. You can find your complete order history by following the steps here: Review your order history.
Still Need Help From Support?
If you're in Scenario 1 (you have a "Completed" receipt but no items), it's time to reach out. Go to the in-game Settings and find the "Support" or "Contact Us" button. Send them a message explaining the situation and, most importantly, attach a screenshot of your purchase receipt. With that information, the support team can jump in and help solve the mystery of your missing items!