I ordered a product through the Play Store but did not receive it. What can I do?
We are sorry you are experiencing problems with your purchase. It may unfortunately happen in rare cases 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 get what you bought.
If you have purchased Gems, a bundle or any other in-app purchase in Sunrise Village via Google Play Store but didn't receive anything, there are some steps you can do yourself:
- Simply open the in-app shop again; you may then get the product.
- If this doesn't solve your issue, close the app and start it again. To do so, force stop the game via your Device Settings > Application Manager.
If closing the game app did not help, please contact our Support Team. You can do that by using the button above or below this article.
In order to investigate the status of your purchase, we will need the order number (starting with GPA.**), which you can find on the receipt you will have received via email from Google. Please copy the GPA number in text or via screenshot and enclose it in your ticket. If needed, you can learn more about your purchase history via Google's services, more precisely via this link.
Note: Without the order number, it's not possible to track or return any items.
Every transaction in our game goes through Google Play (or iTunes, if you play on an iOS device). Therefore, you need to contact Google 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 from Google, please tap here