Missing purchases are frustrating, but our support team can quickly resolve this issue! Here's exactly what to do to get your items back.
Immediate action steps:
Contact support first - If you are missing items from an in-app purchase that you made, please contact our support team immediately
Provide purchase proof - Include a copy of your Google Play or App Store receipt with the order ID visible
Get assistance - A team member will assist you in retrieving missing items from your purchase
How to find your receipt:
For iPhone users:
- Go to Settings → [Your Name] → Media & Purchases
- Tap "View Account" → Purchase History
- Find your Atlas Earth purchase and screenshot the receipt
- Make sure the Order ID is clearly visible
For Android users:
- Open Google Play Store → Menu → Account → Order History
- Find your Atlas Earth purchase
- Screenshot the receipt showing the Order ID
- Include transaction date and amount
What to include in your support message:
Receipt screenshot - Clear image showing order ID and purchase details
Purchase date - When you made the transaction
Amount paid - How much you spent
Missing items - Specifically what didn't appear (Atlas Bucks, upgrades, etc.)
Account info - Your game username or email address
Response expectations:
Quick resolution - Purchase issues are high priority for our support team
Investigation process - We'll verify your purchase with app store records
Item restoration - Missing items will be added to your account once verified
Prevention tips:
- Check immediately - Verify purchases appear right after buying
- Stable connection - Ensure good internet during transactions
- App updates - Keep Atlas Earth updated to prevent purchase sync issues
- Restart app - Sometimes a simple restart resolves delivery delays
Pro tip: Save your purchase receipts! Having the order ID ready speeds up the support process significantly. Our team can usually resolve missing purchase issues within 24-48 hours with proper documentation!