Overview
If your purchase hasn’t arrived yet, you may need to manually activate it in-game using the same platform or account you used to make the purchase.
Important: Please do not make another payment. Repeating the transaction will result in a second charge.
Troubleshooting Steps
Situation 1: Google Play or iOS App Store
Use the device where you made the purchase to log into the game.
Go to the in-game store and select the purchased product WITHOUT PAYING AGAIN to activate the purchase.
Situation 2: Galaxy Store
- Log into the game using the device where the purchase was made.
- Enter the in-game store to activate your purchase.
Situation 3: PlayStation Store
- Confirm that the HoYoverse Account linked to your PlayStation™Network account is the same one used to play the game.
- Ensure the PlayStation Network region matches the server region of your game character.
- Once confirmed, restart your PlayStation device or re-enter the in-game store to activate the purchase.
Situation 4: Epic Games Store
- Log into the Epic Games account used to make the purchase.
- Launch the game via Epic Games Center and enter the in-game store to activate your purchase.
For other top-up channels or if the above methods did not solve the problem:
Please contact Customer Service and provide the following information for verification:
1. Game and UID
2. Top-up channel used when encountering the issue
3. Order number (if any)
4. Time of payment (yyyy/mm/dd hh:mm, UTC+8)
5. Existence of duplicate purchases. If so, please provide the order numbers for multiple purchases
6. Name of purchased item
7. Proof of transaction (if any)
8. Please describe the issue you encountered in as much detail as possible