First of all, please select the platform you play on to read the appropriate part of this article.
If you play on Facebook, check your Facebook payment history. Any successful purchase – regardless of the payment method used – should be shown in your Facebook payment history. To do this, go to the Account Settings on your Facebook page and then choose the Payments folder on the left side of the page.
If you cannot find the purchase in your history, then it could still be processing, or something may have gone wrong, preventing Facebook from processing your payment. To get more details, you should contact Facebook support directly since there is no way for Plarium to investigate this issue from our side.
If you have found the payment in question, but you're positive that the items you purchased were not credited to your game account, please submit a request to our Payment support team by filling in the "I did not receive my purchase" form. Please do not forget to attach a screenshot of your Facebook Payment history. Here is an example.
If you play on the Plarium.com site, and you're sure that your payment was successful but your purchased items were not credited to your game account, you are welcome to submit a request to our Payment support team by filling in the "I did not receive my purchase" form. Please fill in all the fields on the form, and do not forget to attach a screenshot confirming your payment, such as a copy of the confirmation from your bank, PayPal, etc. We will check the information on our side and contact you to resolve the issue.