Follow

I made a purchase but it is not showing on my account, what do I do?

If a player makes a purchase and sees a “Still processing” message or if the item does not immediately show as available in their inventory to open, there might have been a connectivity error during the purchase process.

To correct this, exit out of the application completely and reload a new session. 

To force-close an application:

  • For iOS Devices, this can be done by double pressing the Home button to bring up the fast app switcher.
  1. Navigate to the app screen you want to quit.
  2. Swipe up on the app card you wish to shut down by flicking it up and off the screen.
  • For Android Devices this can usually be done under Settings > Applications > Hero Academy 2 > then pressing ‘Force stop.’

( Please note: The specific location may vary slightly depending on which device platform and OS the player is using.)

Once a new session is launched the purchased item should now show in a player's inventory or be ready to open. If the item purchased is still not showing as purchased or ready to open, a player may need to restart their device.

If you still do not see the purchased item, send an email to Support@RobotEntertainment.com or fill out a Support Ticket here: http://support.robotentertainment.com/hc/en-us/requests/new and we can look into this for you!

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments