I bought a pack and did not receive it

Quick answer: Most missing packs are one of three things: the payment is still confirming, the payment did not match the order, or the pack arrived somewhere you did not look. Go through the checks below first. If they do not find it, open a ticket from Setting → More → Support with the details listed at the end.

What should I check first?

1. Did the payment window say “Payment received”? If it still says Waiting for payment or Confirming on-chain…, the payment has not been matched to your order yet. Keep the game open for a few minutes. The game checks the order every 5 seconds.
2. Look in My Bag. Items from a pack go to My Bag, in the Unique, Resource, Speed Up, Combat or Chest tab. Gems go to your Gem balance, not to the Bag. Chests need Open.
3. Hero packs do not give a hero. A pack from the Hero tab gives hero EXP items (they raise a hero’s experience), plus Gems, speed-ups and resources. Look for those in My Bag. A Starter Pack is different: it lists your starting heroes, and they arrive when the purchase is confirmed. If a Starter Pack shows Confirming your purchase, wait, then tap Check again. The game says “Confirmation is taking longer than usual. Check again or return in a few minutes.”
4. Monthly cards pay out daily. A Silver, Gold or Diamond Card gives its reward when you tap Claim each day, not all at once.
5. Reload the game. Close it fully and open it again, then check My Bag and your balance.

What happens to a crypto payment?

Each crypto order has its own payment address and is open for 30 minutes. What arrives on that address decides the result:

• The exact price or more, in time: the pack is delivered. Any extra amount goes to your Funding account.
• Less than the price: the pack is not bought. The full amount you sent goes to your Funding account.
• The right amount, up to 24 hours after the order closed: the pack is still delivered.
• More than 24 hours after the order closed: the pack is not delivered. The amount is added to your balance.
• A different token or network than the order showed: the pack is not delivered. A token we recognise is added to your balance. Anything else is held for review by support.
• Payment for an order that expired after you opened a newer order for the same pack: the pack is not delivered. The amount is added to your balance.
• A limited pack whose purchase limit was already used up: the pack may not be delivered. Open a ticket.

Check your balance in Wallet before you assume the money is lost. See Deposits for how the Funding account works.

What if I paid with Telegram Stars?

Stars only works inside Telegram, for an account linked to Telegram. A Stars invoice stays open for 24 hours. After you pay in Telegram, the game shows Processing your purchase… until the pack is delivered. If you closed the game during payment, open it again and check My Bag. Keep the Telegram payment receipt: support may ask for it.

How long does delivery take?

• The payment window for a crypto order is 30 minutes. A payment that arrives up to 24 hours later still completes the purchase.
• After a payment is confirmed the pack is delivered automatically. Typical delivery time after confirmation: TBD (needs source).
• If Payment received showed up and your pack is still missing after you reloaded the game, do not pay again. Open a ticket.

What do I send to support?

Open a ticket from Setting → More → Support and include:

• The pack name and the time you bought it, with your time zone.
• How you paid: Available Balance, USDT, or Telegram Stars.
• For crypto: the transaction hash (TX ID) from your wallet or exchange, the network, the token, and the amount you sent.
• For Stars: a screenshot of the Telegram receipt.
• A screenshot of the payment window and of My Bag.

Never send your seed phrase, private key, or password. Support never needs them. See Contact support for how tickets work.

If something goes wrong

• You paid twice for the same pack. Open a ticket with both transaction hashes. Do not pay a third time.
• The payment window closed before you finished. If you already sent the crypto, the table above still applies. If you did not, open Store and start a new order.
• Your balance dropped but no pack arrived (Gem or AURO packs). Reload and check My Bag first, then open a ticket with the pack name and time.