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

GOOGLE PLAY
We are sorry you 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 to get what you bought.

If you have purchased Diamonds, a Bundle or any other in-app purchase in Forge of Empires via Google Play but didn't receive anything, there are some steps you can do yourself:


If closing the Forge of Empires app did not help, please contact our Customer Support Team. You can do that by going to your in-game settings. Tap 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 single transaction in Forge of Empires is going through Google Play. 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, please tap here.

AMAZON APP

If you have purchased Diamonds, a Bundle or any other in-app purchase in Forge of Empires 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. Tap 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. The invoice will look similar to this one:


Learn how to find your Amazon purchase history here.

SAMSUNG GALAXY STORE

If you have purchased Diamonds, a Bundle or any other in-app purchase in Forge of Empires via Samsung Galaxy Store but didn't receive anything, please contact our Customer Support Team. You can do that by going to your in-game settings. Tap 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 Samsung. You will find your Receipts by going to My Page in the Galaxy Store. The invoice will look similar to this one:

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