First check whether you were really charged twice: a pending charge or a purchase on another account often looks like a duplicate. Accidental purchases made with Gold are generally final, and real-money purchases follow the Highrise Refund Policy.
How do I check for a double charge?
Open the purchase history for where you paid:
Google Play: https://play.google.com/store/account/orderhistory
Highrise web store: the receipt emails from the payment provider
Count the completed charges for the item. A pending authorization that later drops off is not a second charge.
Check your other Highrise accounts. A second purchase may have gone to a different account.
If you see two completed charges but only received the item once, contact Support with both receipts. See I paid for Gold or a pack but didn't receive it.
I tapped the wrong pack and paid real money
If you haven't used what you bought, ask within 7 days. See How do I ask for a refund? Don't spend the Gold or open the items while you wait, because used purchases can't be returned.
I spent Gold on something by mistake
Purchases made with Gold, including items, energy, boosts, and event upgrades, are generally final. That includes buying too many or picking the wrong one. If a confirmed bug charged you for something you didn't choose, contact Support with your username, what happened, and roughly when the purchase happened.
I got "Purchase cancelled. You were not charged."
You backed out of the payment or the store didn't complete it. Nothing was charged. Try again if you still want it.
How do I stop accidental purchases?
iPhone or iPad: require your password for purchases in your Apple account settings, or turn off in-app purchases in Screen Time.
Android: in Google Play settings, turn on authentication for purchases.
Take a second to read the price and the currency (Gold or real money) on the confirmation screen before you tap.
Still need help?
Contact Support through Support Center in the app's Settings with your username, the receipts, and what you meant to buy. Never share your password or full card number.