First, try reloading the game tab. If the reward is still missing, use the instructions below to check whether your payment was registered in the purchase history.
☑ If you have received a receipt from Xsolla:
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Take a screenshot of the payment receipt. You can find the receipt from mailer@xsolla.com in your email.
Make sure the screenshot format is jpg, jpeg, or png. You can convert your screenshot to a supported format using image converters or other image editing software.
- After that, contact our Support team within the game and attach the screenshot to your request. Our specialists will review your ticket.
☒ If you have not received the receipt:
It means that the payment has been declined or is still being processed. To find out what happened to the payment, contact Xsolla Support.
☑ If you have received a receipt from Facebook:
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Open your payment history page.
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Find the required transaction under the Activity tab and click it:
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Take a screenshot of the transaction and send it to our Support team:
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You can also press the Download receipt button, which will generate a PDF version of the receipt that you can attach to your reply:
☒ If you have not received the receipt:
If you do not see the receipt in your payment history, it means that the payment has been declined or is still being processed. To find out what happened to the payment, contact Facebook Support.
You can also check out a video instruction on our official YouTube channel: