Apple - I ordered a product but did not receive it. What can I do?

We are sorry you experienced problems with your purchase. In rare cases, it may unfortunately happen that you do not receive what you bought when making a purchase with a mobile device. This can for example be due to a lost or unstable internet connection of your mobile device during the payment process. But don’t worry, we will help you to get what you bought.

If you have purchased Diamonds, a Bundle or any other in-app purchase in Elvenar but didn't receive anything, there are some steps you can take yourself:

1. Simply open the in-app Shop again; in many cases this will already deliver the product to your account
2. If this doesn't solve your issue, close the app completely and start it again.

This is how to close Elvenar properly on iOS 7 or higher:

• Press the Home button twice. You will see small previews of your recently used apps.
• Locate the Elvenar app in this overview. In some cases you may need to swipe left or right to find it.
• Swipe up on the app's preview to close it.

If restarting Elvenar does not help, please contact our Customer Support Team. You can do that by going to your in-game settings and tapping on the Support button there. Or simply click the button below this article. When creating a support ticket, please provide a screenshot of the receipt provided by iTunes. The invoice will look similar to this one:


Learn how to find your iTunes purchase history here.

Note: If the transaction is still shown as 'Pending', we unfortunately cannot help you yet, and will need to wait until Apple has processed the purchase on their end.

Every single transaction made through our iOS app is going through iTunes. Therefore, you need to contact iTunes directly if you keep on having issues, such as declined payments or an invalid account, when trying to make an in-app purchase.

To get more information on how to contact iTunes, please tap here.

Related articles

• Android - I ordered a product but did not receive it. What can I do?
• Browser - I ordered a product, but I did not receive it. What do I do?
• What are Diamonds and how do I get them?
• Is Elvenar a free-to-play game?
• When will you have another game sale/offer?