I Didn't Receive Purchased Goods

☑ If you have received a receipt from Google Play:

Take a screenshot of the receipt. You can find receipts in your email; they come from googleplay-noreply@google.com. The receipt looks like this:

If you cannot find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

☒ If you have not received the receipt:

It means that money did not reach the game and is stuck between your payment method and Google.

You can contact Google Play Support directly and request that they check the status of the payments you are inquiring about.

1. Open the Play Store app on your device.
2. Tap your avatar to open the Menu.
3. Scroll to the bottom of the list and select Help & feedback.
4. Select Contact us at the bottom of the page.
5. Follow the provided instructions to submit a ticket and wait for the answer.

If the Contact us button is not available for some reason, you can initiate a dialogue with Google Support here.

☑ If you have received a receipt from Apple:

Take a screenshot of the payment receipt. You can find the receipts in your inbox. They come from no_reply@email.apple.com. The receipt looks like this:

If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

☒ If you have not received the receipt:

It means that money did not reach the game and is stuck between your payment method and Apple.

You can contact Apple directly to check the status of the payments you are inquiring about.

1. Follow the link.
2. Type in your question in the pop-up window.
3. To contact support directly, choose the Chat or Call option at the bottom of the page.
4. Follow the provided instructions to submit a ticket and wait for the answer.

☑ If you have received a receipt from AppGallery:

Reinstalling the game and clearing the cache of the AppGallery and HMS Core apps may solve this issue. Please follow the instructions:

1. Make sure you have switched to the server you made the purchase on.
2. Ensure that your Hero Wars account is linked to your AppGallery account. It is required to keep your progress safe.
3. Delete Hero Wars: Alliance installed from AppGallery.
4. Open your device settings and find the Apps tab.
5. Open the full list of your apps.
6. Find the AppGallery app and tap it.
   • Go to the Storage tab.
   • Select Clear cache and Clear data. Confirm the deletion.
7. Return to the app list, locate the HMS Core ​ app, and open it.
   • Open the Storage tab.
   • Press Clear cache and Clear data. Confirm the deletion.
8. Reboot your device, install Hero Wars: Alliance, and check if you have got the purchase.

If it does not help, take a screenshot of the payment receipt. You can find it in the payment history:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

The receipt looks like this:

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

☒ If you have not received the receipt:

It means that money did not reach the game and is stuck between your payment method and AppGallery.

You can contact AppGallery directly to check the status of the payments you are inquiring about.

1. Follow this link.
2. Select your region in the Email us field. You will be redirected to the Support page of your region.
3. Select your preferred contact method.

Try reloading the game. If the reward is still missing, follow the instructions below to verify whether your payment is reflected in the purchase history.

☑ If you have received a receipt from Aghanim:

Take a screenshot of the payment receipt. You can find it in the email you provided when making the payment. If you used a fast digital payment method, such as Apple Pay or Google Pay, receipts will be sent to the email address linked to your Apple or Google account.

The receipts come from support@aghanim.com and look like this:

After that, contact our Support team and attach the screenshot to your request. Our specialists will review your ticket.

☒ If you have not received the receipt:

If you have not received the receipt, it means that the payment has been declined or is still being processed. Our Support team cannot check the payment without the receipt. To find out what happened to the payment, contact the Aghanim Support team at support@aghanim.com.