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I bought something, but it's not appearing in my account. What do I do?

John A -

Sometimes a purchase may take some time to display in-game. If the item you purchased (Diamonds, Boosts, Gems, etc.) has not shown up, first try closing the game and re-opening it. If that doesn't help, please note that Diamonds can take up to 24 hours to appear.

If your purchase still hasn't shown up after 24 hours, then there has most likely been an error and you should contact us. Submit a ticket to customer service by clicking here, and include the following information:

  • Account ID
  • Player ID
  • A screenshot of your receipt that includes the purchase order number, purchase time, and purchase price

Important: Never give your account information to anyone other than a Gaea Mobile customer service representative.


Where do I find this information?

Account ID: This article explains how to find your Account ID.

Player ID: This article explains how to find your Player ID.

Receipt: You will always receive a confirmation e-mail from Apple or Google when you make a purchase in our game. If you can't find the e-mail, make sure to check your Spam or Junk Mail folders. If you did not receive an e-mail, but you are still being charged for the purchase, you should contact Apple or Google for assistance.

If you made a purchase through Google, your receipt will look like this:

If you made a purchase through Apple, your receipt will look like this:

You may also send this information in another format, such as your iTunes purchase history. Just make sure that it contains your order number, purchase amount, and purchase date. Also, it must be a screenshot or other image, not copy-pasted text.

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