This can happen for a couple of different reasons. The most common being the result of a connection issue during the purchasing process. 
 
Here are a few things to consider:
  • Make sure you have a solid connection to the Internet, via Wi-Fi or data. Having a weak connection could resolve in a failed purchase attempt.
  • Ensure that you have a valid payment option set up with your iTunes or Google Play account, or a pre-loaded amount available.
  • Try closing your app completely (not idle in the background) and restarting your mobile device. This can sometimes help through any lag issues when purchasing.
  • Make sure your local region supports connectivity to iTunes or Google Play Store. If your local region doesn’t and you are using a VPN to connect, it may result in your purchases failing.
 
If you are using an iOS device, your purchase may still be “pending” in the App Store. You should receive your items as soon as the purchase completes. To check the status of your iOS purchase, follow the link: https://support.apple.com/en-ca/HT204088
 
If you still did not receive your items, please contact us, providing the following:
  1. A screenshot of your itemized Google Play or App store receipt, detailing the item(s) purchased
  2. Your Player ID