Purchases not received

Purchases are checked by our server before Pearls, Energy or Villa Club are granted. This usually takes a few seconds.

If you paid but got nothing

1. Check you are online and close and reopen the game. Any purchase that was paid but not yet delivered is retried automatically at start.
2. If Google Play or the App Store says “pending”, the payment is not finished yet (some payment methods take time). The items arrive as soon as it is paid.
3. Make sure you are on the same Google Play account or Apple ID that paid, and that the game is up to date.
4. Wait a few minutes and open the shop again; the Club status refreshes there.

Restoring purchases

Purchases are tied to your store account and to your game account. Pearls and Energy are delivered once. Villa Club comes back by itself on any phone that has your game account (sign in with Google or Apple, see “Saving your progress”), as long as the subscription is active.

• Android: there is no separate Restore button; it all happens by itself.
• iPhone: the shop and the Club page also have a Restore Purchases button.

Still missing?

Contact us from Settings > Help & Support > Contact us and include:

• your Player ID (Settings > Account)
• the order number from your receipt email (Google Play: GPA.xxxx-xxxx-xxxx-xxxxx; App Store: the order ID)
• the date and what you bought

Refunds are handled by the store: for Google Play at play.google.com/store/account/orderhistory, for the App Store at reportaproblem.apple.com.