If you purchased an item but didn't receive it, there are some reasons why this can happen:
1.- You're using a payment method which is not supported
When it comes to Google Pay payment methods, we currently are not able to accept third-party payment methods.
Some regions around the world allow players to purchase in-game bundles using a payment method that takes them to a different sign-in method for their purchase to be processed. Despite them being accepted by Google, these forms of payment are not accepted in our games and that is why we encourage you to select another method of payment for in-game purchasing because otherwise, you will keep experiencing issues with your purchases.
Any payment method which requires the player to complete their purchase outside the game is not supported. For more information on adding, changing payment methods or fixing Google Play issues, please visit Google Play support.
2.- A previous purchase is pending
To fix this, please follow the steps below:
• Open your Google Play purchase history
• Check if you find a purchase that is asking you to cancel or authorize it
• Cancel this purchase
• Restart your game
If that doesn’t help, our Player Support team will be delighted to take care of this for you.
Simply use the Contact Us button at the bottom of this article and drop us an email.
Please make sure you have a copy of the order confirmation sent to you by Google Play when the purchase was made, as we will request this. Just open the email confirmation and take a screenshot of the email, ensuring the order reference code is visible in the screenshot. It looks like this: 'GPA.1234-1234-1234-12345
For guidance on how to take a screenshot, please go to www.take-a-screenshot.org
If you no longer have the receipts, you can find them in your Google Play Payment Centre (formerly 'Google Wallet'), by following the link below. Just scroll down to 'Find your Receipt and Order Number' by tapping here: Google Store charges and receipts