Purchased items missing or payment failed

If your store purchase was charged but your items (coins, cards, multiplier packs, or Season Pass access) did not appear in your account, or if your payment failed entirely during checkout, follow the troubleshooting guide below.

Step 1: Check for Transaction Delays & Restore Purchases

During new season launches or high server load periods, store deliveries may take up to 15 minutes to synchronize with your account.

• Force-Sync Purchases: Open Mob Control, tap the Settings (Gear icon) in the top-right corner, select Account, and tap Restore Purchases.

• App Restart: Completely close the Mob Control app from your device's recent apps switcher, wait 30 seconds, and relaunch it while connected to a stable Wi-Fi network.

Step 2: Verify Common Payment & Store Failure Causes

If your transaction failed before completing or declined at checkout, verify the following platform conditions:

• Declined Payment Method: Verify that your Apple ID or Google Play payment method (credit card, PayPal, store credit) is active and updated in your store settings.

• Pending Store Outages: Check the official status pages for Apple System Status or Google Play Store Status to confirm if store billing servers are currently experiencing downtime.

• Regional & Family Authorization: Ensure your account has no regional purchasing restrictions or active "Ask to Buy" / Parental Control holds preventing completed authorization.

Step 3: What to Do If You Were Charged But Didn't Receive the Item

If your bank account or store account shows a completed charge, but the item still does not appear in your game profile after completing Step 1, please submit an escalation ticket to our Support team.

To ensure fast delivery of missing items, go to Settings > Help & Support in Mob Control, open a ticket under Purchase Issues, and provide:

• Player ID: Found at the very bottom of the main Settings menu.

• Exact Item Purchased: E.g., "Elite Pass," "10,000 Coins Pack," or "No Ads Package."

• Official Digital Receipt: A screenshot of your official store receipt showing the purchase date, amount, and Order ID:

  • Google Play (Android): Receipt must show the full Order Number (format: GPA.XXXX-XXXX-XXXX-XXXXX).

  • App Store (iOS): Screenshot of the official email receipt from Apple showing the Order ID and transaction total.

(Note: If you wish to request a direct cash refund instead of receiving your missing items, please refer to our guide on How to request a refund or report duplicate charges).