I didn't get my order!

In-game purchases are one of the most important features that enrich and enhance your gaming experience. However, sometimes, even if the payment is successfully completed, the purchased item may not appear in your account right away. There’s no need to worry in such cases, as this is usually caused by a temporary delay. In this article, we will guide you step by step on how to resolve this issue.

1. Delivery Time of Purchases

After your payment is processed, in-game purchases usually appear in your account within a few minutes. However, in rare cases, system-related delays can occur due to:

• Processing load on your payment provider (Google Play or Apple),

• Stability of your internet connection,

• Server traffic.

Because of this, it may take up to 48 hours for your purchased item to be delivered. As a first step, we recommend waiting for this period to pass.

2. Restart the Game

Sometimes the connection between your game and device needs to be refreshed. To do this:

• Fully close and restart the game.

• If possible, restart your device as well.

Refreshing the connection can often help pending purchases appear in your account.

3. Check the Transaction Status

It’s important to verify whether your purchase was successfully processed by your payment provider.

• If purchased via Google Play:

  • Open the Google Play app.

  • Go to Payments & Subscriptions and check your purchase history.
    
    

• If purchased via the Apple App Store:

  • Go to Settings > [Your Apple ID] > Purchase History.

  • Make sure your transaction shows as successful or completed.

4. If Not Delivered Within 48 Hours

If your purchase still hasn’t appeared in your account within 48 hours, you’ll need to contact the platform you made the payment through:

• [Google Play Support]

• [Apple Support]

These platforms have full control over payment transactions and can investigate the cause of the issue. Since Masomo does not directly manage payment infrastructure, our ability to assist at this stage is limited.

Conclusion

Delays in in-game purchases are rare but resolvable issues. Most are automatically fixed within 48 hours. If you still haven’t received your item after this time, the most effective solution is to contact the payment platform directly.

As the Masomo Player Support Team, we sincerely apologize for this inconvenience and thank you for your patience and understanding.