A Purchase Did Not Arrive
Most missing purchases arrive after a restart. If yours has not, here is what to check and what support needs from you.
Purchases are processed by Apple or Google, then delivered into your game. A delay between the two is the usual cause of a purchase that seems to have vanished.
Run these checks first
Close and reopen the game
Fully close Match Heist — not just switch away from it — and reopen it with an internet connection. Most pending purchases deliver at this point.
Check the charge actually went through
Look for the receipt email from Apple or Google. A purchase that failed at the store will not have one, and no charge means nothing to deliver.
Confirm the right account
A purchase made under a different Apple ID or Google account does not appear in a game signed in to another one.
Wait for the store to settle
Card verifications can hold a purchase for a short period. If everything above checks out, give it a little time before escalating.
What to send support
- The order or receipt number from your Apple or Google confirmation email.
- The date and time of the purchase and what it was for.
- Your device and platform (for example, iPhone 14, iOS).
- The level you are on, which helps us find your game.
Send that to support and we will trace the transaction and deliver what is owed.
Frequently asked questions
I was charged twice for the same item. What now?
Send both receipt numbers to support. Duplicate charges are refunded through the store that took the payment — Apple or Google — and we will help you raise it.
Still need a hand?
Reach our team right from the game — Settings (the gear icon on the home screen) → Support — or see the other ways to contact us.