Haven’t received purchased items

There could be various reasons why you haven't received the items you purchased, ranging from Facebook and game issues to other technical hiccups. Please keep in mind that during busy periods, it can take up to four hours for your purchase to be processed.

If four hours have already passed and the items are still not there, no need to worry – our support team is more than happy to add these items to your account!

Before reaching out to our support team, make sure you have a receipt of your purchase and your user ID ready. If you already have these two things prepared, feel free to skip to the 'How to contact support?' section.

Where to find the receipt?

1. Open the "Orders and payments" section of Facebook's Account Center by clicking >here<.
2. You'll find a list of your purchases. Click on the purchase for which you haven't received the items. If it's not on the list, click "See all" to view older purchases.
3. You'll now see a receipt of this purchase. Take a screenshot or a picture of it, so you can attach it to the email to our support's team. Make sure that all the details are visible.

Where to find my user ID?

1. Log in to the game and open the game settings by clicking the gear icon in the top right corner.
2. Your screen will look like in the picture below. Take a picture or a screenshot of it*.

*Alternatively, you can note down the number next to "User ID". Watch out for any typos!

How to contact support?

Send an email to [e-mail]. Include in your message a receipt of your purchase and your user ID. Our support will get in touch with you as soon as they can!