If you bought something but didn’t receive it in the game — items, currency, or other paid content — follow the steps below to check common causes and gather the details we need. In most cases the payment provider (Apple / Google / LINE) handles the charge; Playco investigates delivery failures and may provide an in-game remedy when server-side delivery did not occur.
If you're having an issue with a payment:
Wait a few minutes — some payments take time to finalize.
Restart the game and your device.
Check the store or payment app for the purchase status.
Save a screenshot of the store receipt, the charge on your bank statement, or any error message.
If you were charged but DID NOT receive items
Force-close and reopen the game, then check Inventory, Mail, and the screen where the item is normally applied.
If items are missing, collect the information below so we can investigate.
Common causes: delayed store confirmation, temporary server lag, purchase on a different account, or items delivered to a different in-game location (Inventory/Mail/character screens).
If you saw an in-game confirmation but the item is not visible, include a screenshot of that confirmation.
Double charge or incorrect amount
Verify the duplicate or incorrect charge on your bank or store statement.
For store purchases (Apple / Google), use the store’s refund/report flow first; carriers and convenience-store payments use their provider processes.
If you have receipts showing duplicate or incorrect charges, save them for investigation.
Refunds & compensation
Refunds are normally handled by the payment provider (Apple / Google / LINE Pay / carrier / convenience store). Follow the provider’s refund process first.
Playco can investigate delivery issues; if we confirm a server-side failure we may provide in-game compensation at our discretion.
Playco cannot directly refund card/bank charges — refunds for those must be requested through the store or payment provider.
Store-specific notes
Apple App Store: find the order in Purchase History or the receipt email; use Apple’s “Report a Problem” for refunds and save the Apple order ID.
Google Play: open Order History, save the order ID or receipt screenshot, and use Play’s report/refund flow if needed.
LINE / LINE Pay: save the LINE Pay transaction ID or confirmation.
Carrier / Convenience Store: keep the payment slip, confirmation code, or receipt — these references are essential for locating the payment.
Information to include
If youPlease provide the following details so we can investigate:
In-game player ID (numeric) and in-game name
Device & OS (e.g., iPhone 12, iOS 17.2)
Approximate local time (JST) when the purchase was made
Order / transaction ID or a clear screenshot of the store receipt / bank charge
Payment method (Apple ID, Google Play, LINE Pay, carrier, convenience store)
Screenshots: store receipt, bank/charge showing the amount, in-game confirmation (if any), and Inventory/Mail showing missing items
One-line description of what you expected and what happened