Haven’t received purchased items

If you’re missing items you bought, don’t worry! There could be a few reasons for this, including Facebook or game issues, or other technical hiccups. Just keep in mind that during busy times, it can take up to four hours for your purchase to be processed.

If it’s been more than four hours and you still haven’t received your items, our support team is here to help you out!

Before You Reach Out

To make the process smoother, please have the following ready:

• Your purchase receipt
• Your user ID

If you have both of these, you can jump straight to the "How to contact support?" section. If not, no worries! Here’s how to find what you need.

Where to find the receipt?

1. Open the "Orders and Payments" section of Facebook's Account Center by clicking here.
2. You’ll see a list of your purchases. Find the one for which you haven’t received items. If you don’t see it, click “See All” to view older purchases.
   
3. Click on the purchase to view the receipt. Take a screenshot or picture of it, ensuring all details are visible. You’ll need this for your message to our support team!
   

Where to find my user ID?

1. Log into the game and tap the gear icon in the top right corner to open settings.
   
2. In the settings window, you'll see your User ID (a string of numbers) on the left side.
   
3. Just tap the number to copy it, then paste it when contacting the support team!

How to contact support?

To get in touch with our support team, fill out our contact form: https://bit.ly/SHS-contact-support When you message us, please include your receipt and user ID if possible. Our support team will get back to you as soon as they can!