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

GOOGLE PLAY

We are sorry you experienced problems with your purchase. In rare cases, it unfortunately may 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 via Google Play 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 and start it again. To do so, force stop Elvenar via your Device Settings > Application Manager.

If closing the Elvenar app 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.

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 made through our Android app, except for Amazon, is going through Google Play. Therefore, you will 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 on how to contact Google, please tap here.

AMAZON APP

If you have purchased Diamonds, a Bundle or any other in-app purchase in Elvenar via Amazon Appstore but didn't receive anything, 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 Amazon.

Learn how to find your Amazon purchase history here.

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