Common Causes
- Insufficient funds in your selected payment method.
- Restrictions from your bank or payment provider, such as security blocks.
- Incorrect payment details, like an expired card, wrong number, or mismatched name.
- Network instability or interruptions during the transaction.
- Exceeding daily or monthly purchase limits set by HoYoverse or your payment provider.
Troubleshooting Steps
- Confirm your payment method (e.g., credit card, PayPal, direct mobile payment) has sufficient balance and is supported.
- Reboot your device to clear any temporary glitches and try the transaction again.
- Ensure your app and device operating system are updated to the latest version.
- Double-check that your payment and account information are accurate, especially for linked accounts (PlayStation, Apple, Google, etc.).
If the issue persists after trying the steps above, please contact Customer Support with the following details:
- Your Account ID
- Time of the attempted transaction
- Device and platform used
- A screenshot of any error messages