If you made a purchase with your Google Play points, but didn't receive your order, please try the following steps to troubleshoot this issue:
Step 1: Check your points history
1. Open the Google Play Store app
2. At the top right, tap the profile icon.
3. Tap Play Points.
4. To check how many points you got for a purchase, tap More Points history
If your points weren’t used, open the app and try to repeat the purchase.
Step 2: Force stop, then reopen the app or game
1. On your Android phone or tablet, open Settings
2. Based on your device,tap either Apps or Manage applications.
3. Tap the app you used to make your in-app purchase.
4. Tap Force stop.
5. Reopen the app you used to make your in-app purchase.
6. Check if your item has been delivered.
Step 3: Restart your device
1. On your Android phone or tablet, hold down the Power button.
2. Tap Power off or Restart. This varies by device.
3. If needed, hold down the Power button again to turn the device back on.
4. Wait for the device to start again.
5. Reopen the game and check if the in-app purchase has been delivered.
Step 4: Update the Play Store app
1. On your Android phone or tablet, open the Google Play Store app
2. Tap Menu Settings Build version
or Play Store version
This is usually at the bottom of the settings list.
Step 5: Make sure your device’s date & time are correct
1. On your Android device, open Settings
2. Tap Date & time.
3. Find "Automatic date & time" and "Automatic time zone," then follow the steps below.
If "Automatic date & time" and "Automatic time zone" are turned off:
1. Turn on both settings.
2. Wait a few minutes, then check if your problem’s fixed.
3. If it’s not fixed, restart your device and check again.
If "Automatic date & time" and "Automatic time zone" are turned on:
If both of these settings are on, the date and time probably isn’t your issue. Check your connectivity then restart your device.
In case you tried all the steps above and still didn't receive your purchase, please reach us out through the Help Center and we will look into this for you.