There are a few common reasons why a purchase might not go through or show up right away. Let’s walk through them. 💫
💡 Quick Checks (try these first)
- Check your internet connection. If you're on Wi-Fi, try switching to mobile data or moving closer to your router.
- Close and reopen the app fully to sync any pending purchases.
- Wait a few minutes. Sometimes purchases just need extra time to process.
Pick the scenario below that matches your situation for more specific help, and then click on the + to expand the section. 🧩
My payment failed or was canceled
If your purchase shows as failed or canceled, this generally means that your payment method hasn’t been charged.
You can try again after checking your connection and payment details.
If there's something wrong with your payment method: It's a good idea to double-check your payment details. We suggest trying a different card and verifying your account information, like your billing address, to ensure everything is current. ✅
My purchase went through but I don't see the items
If your purchase went through but you're not sure where your items are, check out Where are my purchased items? for next steps.
My internet was interrupted or connection is unstable
A brief interruption in your Wi-Fi or mobile data could be the culprit. Trying a different network or restarting your connection might just do it! 🛜
If you're still having trouble after checking your connection: Your payment details go to Apple (for iOS) or Google Play (for Android). If a purchase fails repeatedly even after you've checked your connection and payment details, reaching out to Apple or Google directly is the best way to get information about the failed charge.
If you’ve tried these steps and your purchase still isn’t working, please contact us with a screenshot of the issue and your purchase receipt, and we’ll be happy to take a closer look. 💌