Sometimes we might need to request specific information if you have an issue related to a purchase, and we might ask for proof of purchased content. We'll do this when we want to ensure everything's A-okay on our end, or if we need to investigate further - that's where the receipts come in handy! ☝️

What kind of receipts do we need?

We would need the receipt(s) issued by your app store that contain the order details. The receipt(s) should clearly show the order number and item description.

To make sure that you’re providing the correct information, make sure that your receipt contains the following details:

  • Order number 

  • Order description 

  • Date of purchase

Where can I get my receipts?

Usually the receipts are sent to the email registered to your app store account after a successful purchase is completed. If you can’t find them, please take a look at the instructions below:

For purchases processed by Google Play:  

You can check how to find your Google Store receipt and order number here: https://support.google.com/store/answer/6160235?hl=en

Make sure you’re signed in to the Google account you used to make the purchase(s) originally and that you’re providing the actual receipt. 

TIP: Your receipt should include a GPA number and the order description so check that the information you’re providing contains these. 

Example:

  

For purchases processed by the App Store: 

You can find how to view your purchase history for the App Store, iTunes Store, and other Apple media services here: https://support.apple.com/en-us/HT204088

Make sure you’re signed in to the Apple ID you used to make the purchase(s) originally. You might also want to check the “Find information about older purchases” section of the article above if your purchase is older than 90 days.

Examples: 

For purchases processed by Amazon Appstore: 

You can get your receipts by logging in to your Amazon account and then going to “Your Orders” > “Digital Orders”. If your purchase is older than 90 days, you might want to check your purchase history from a browser to be able to filter them by time.

Examples:

What documents are NOT acceptable?

  • Bank Statements: While they provide an overview of transactions, they lack the information we require for our verification process.

  • Order confirmation emails: These might provide relevant information but sometimes they lack the order description and details necessary to verify your purchase.

  • PayPal Receipts: Like bank statements, they're just not detailed enough for our verification needs. 

  • Screenshots from the in-app shop or from the app showing your world map: Due to legal requirements, these won’t suffice as proof of purchase.

  • Incomplete or Illegible Receipts: If your receipt is a bit messy or missing important bits, it's harder for us to verify. We need clear and legible receipts in order to verify your purchase.

    Heads-up! Your privacy is super important to us. Don't worry, we don't keep any of the receipts or personal information you share with us 🔒

Big thanks for taking the time to double-check and send over the right info! It's a real time-saver for everyone and helps us help you even better. Your cooperation means the world to us! 😊