If you bought Gold but it hasn’t appeared in your account:
Check if the transaction was charged to your payment method
Verify the specific card used for the transaction by reviewing your receipts or bank statements to ensure the correct processing.
Restart the Highrise app and check your Gold balance again. This often updates your account to reflect the correct items and amounts.
Check the Gift Inbox for monthly subscription gold, as it is often delivered as a gift that needs to be claimed.
For daily gold packs, ensure you manually collect the gold.
Turn on notifications to avoid missing daily rewards, as unclaimed gold cannot be recovered later.
Confirm you’re logged into the correct Highrise account
If you still don’t see it, contact support and include:
Your username
Date and time of the purchase
Transaction receipt from Apple/Google/Xsolla Include the order ID and a screenshot of your receipt showing the date and transaction ID, which is typically emailed to you after purchase.
Verify if you have exceeded the maximum of two active Gold Pass subscriptions, as additional purchases will fail until an existing pass expires. If your purchase includes a Premium Pass or similar bundle, rewards are unlocked progressively as you complete related quests. Open your in-game inbox and start the quest line to claim your rewards.
If you have reached the subscription limit and were charged for an unactivated purchase, request a refund through your app store and wait for one of your existing subscriptions to expire before purchasing again.
Ensure your app is updated to the latest version before proceeding with further troubleshooting.
To avoid accidental double charges, carefully review the confirmation screen before finalizing any purchase.
For iOS users, check your Apple purchase history to confirm if the transaction went through. If issues remain, Apple Support can assist in resolving billing discrepancies.
Locate the Apple email receipt for your transaction, which contains a transaction code needed for verification. If you can’t find the receipt, contact Apple Support: https://support.apple.com/.
To request a refund for iOS purchases, visit https://reportaproblem.apple.com and provide the necessary transaction details.
If your payment provider is Xsolla, use their official support page to report and verify the transaction for quicker resolution.
Use the following links for Xsolla support: https://help.xsolla.com/en/purchases/got-no-receipt-nor-my-purchase and https://xsolla.com/login.
To submit a support request in-app for Highrise, tap the 3-lines button at the top left corner, go to Settings > Support Center, describe your issue, and submit your request.
For Google Play Store purchases, request a refund or resolve billing issues using the following link: https://support.google.com/googleplay/contact/play_chat?hl=en&ec=apps.
Purchases can take a few minutes to process, especially during high traffic. Delays might also occur due to issues with the payment provider or discrepancies in payment verification systems.
Monthly passes, in particular, may experience slight delays in processing, so waiting a bit longer before contacting support is recommended.
Verifying your transaction details with your card issuer or payment provider can help address these delays.
If the issue persists after 24 hours, further investigation may be needed, and contacting support with detailed transaction information is recommended.