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I paid for Gold or a pack but didn't receive it

What to check when a Gold pack, bundle, pass, or web store order hasn't arrived, and what to send Support.

Most missing purchases show up after a restart, are waiting in your Gifts, or were bought on a different account. If yours still hasn't arrived after the checks below, contact Support with your receipt and the team will look it up.

What should I check first?

  1. Restart Highrise. Close the app fully and open it again. If a purchase didn't finish, Highrise retries it the next time you connect, and you aren't charged again.

  2. Check your Gifts. Highrise+ Gold, Crew Gifts, and some rewards arrive as gifts in your Inbox that you need to claim.

  3. Check My Items. Bundles and containers can land in My Items, where you open them to get what's inside.

  4. Check the account. Make sure you're logged in to the account you bought on.

  5. Check that you were charged. Look for the receipt from Apple, Google Play, Steam, or the web store. If there's no charge, the purchase didn't go through.

  6. Update the app to the latest version.

I bought on the Highrise web store

Web orders can take several minutes to appear after the payment is confirmed, and you get an email once the order is processed. If you've received that email and the purchase still isn't on your account after a restart, contact Support and include the payment receipt email.

I got a "Purchase Processing Error" and some Gold instead

That message means your payment went through but the item couldn't be delivered, so Highrise added Gold to your balance in the meantime. Contact Support to swap that Gold for the purchase you meant to make. Don't spend it first.

It says "This receipt has already been redeemed"

That purchase was already applied to an account. Check your other accounts first. If none of them got it, contact Support.

My pack doesn't give everything at once

Some passes give part of the reward right away and the rest over time, for example as daily claims. See How does the Gold Pass work?

What should I send Support?

  • Your Highrise username

  • What you bought, where you paid (Apple, Google Play, Steam, or the web store), and the date and time

  • A screenshot of the receipt showing the order or transaction ID

Contact Support through Support Center in the app's Settings. Never share your password, full card number, or security codes.

If you'd rather have your money back than the item, see How do I ask for a refund?

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