All About Purchasing Paid Items


Oh no! I can't purchase paid items properly!


If you aren't able to purchase paid items due to an error, please check the following:

・Payment Function Restrictions

・Payment Information:

 ‐ Credit card/carrier payment limits have been reached or restricted. 

 ‐ iTunes Card/Google Play Card balance is insufficient. 

・Billing Amount:

 ‐ If you make a purchase of a certain amount within a certain period of time, a message stating
 "Your Purchase Could Not Be Complete. Please contact iTunes Support for assistance" will appear,
 and you will be unable to complete your purchase.
 If this is the case, you need to contact iTunes Support to have this restriction removed.

 

・Close all open apps, and after only restarting TOYVERSE, please try your payment again.

・Try making a purchase with another app to see if it is working correctly.

 ‐ You can test this without actually making a purchase.

 ‐ If a confirmation pop-up appears before actually making a purchase, this means that it is working
  correctly. 

 ‐ If you are unable to make a purchase with other apps, it may be related to payment information or
  payment functions being restricted. 

 ‐ Although we apologize for the inconvenience, please get in touch with your credit card company. 

 


How to Contact Us When a Charge Error Occurs (iOS)


If an error or other issues occur and your Gems do not appear in the app correctly, please close the app using the app switcher and restart the app.

If there is a delay in receiving your gems, restarting the app will also cause the purchasing process to refresh.
If your Joy Gems do not appear after restarting your app, please check your purchase history and follow the steps below to contact us.

 

How to Contact TOYVERSE Support

Tap the 3-line icon in the upper right corner of the Home screen.
Tap "Settings and Privacy"
Tap "Contact Us"
Under Categories, select "Joy Gem Purchase Issues" and then "Joy Gems Didn't Appear After Purchase".
Fill out the rest on the necessary information.
Check your Inbox for the email sent automatically from TOYVERSE Support (EMAIL ADDRESS HERE), and reply to it with screenshots of your Receipt Email and Purchase History.

 

How to Check Your Purchase History

・How to Check Using iTunes
Start up iTunes from your computer.
Sign in using the Apple ID you used to purchase your Joy Gems.
Click your Apple ID displayed after you sign in, go to "Menu" then "Account".
Next to Purchase History, click See All.
Click on the arrow to the left of the Purchase Order Date.

 

・How to Check Using your iPhone
Ope AppStore on your iPhone.
Tap the blue human-shaped icon in the upper right corner of the screen.
Tap the account name at the top of the screen.
Tap Purchase History
Enter your Apple ID and Password, then sign in.
Tap Total Billed in Purchase History,
"Tap "">"" next to the amount.
*You can check the actual Date of Purchase"




How to Contact Us When a Charge Error Occurs (Android)


If an error or other issues occur and your Joy Gems do not appear in the app correctly, please exit and restart the app.
If there is a delay in receiving your gems, restarting the app will also cause the purchasing process to refresh.
If your Joy Gems do not appear after restarting your app, please check your purchase history and follow the steps below to contact us.

 

How to Contact TOYVERSE Support

Tap the 3-line icon in the upper right corner of the Home screen.
Tap "Settings and Privacy"
Tap "Contact Us"
Under Categories, select "Joy Gem Purchase Issues" and then "Joy Gems Didn't Appear After Purchase".
Fill out the rest on the necessary information.

Check your Inbox for the email sent automatically from TOYVERSE Support (EMAIL ADDRESS HERE), and reply to it with a screenshot of your Receipt Email or Purchase History from Google Play. Please ensure your order number or transaction ID, date, item name, and price are visible.

 

How to Check Your Purchase History

If a charge error occurred, we need to know the order number from your Receipt Email before we look into it.

・Checking Your Receipt Email for Your Order Number
When you make an in-app purchase, you will receive a "Receipt Email" from Google Play Store to your Google account (Gmail address).
In your Receipt Email, you'll find your order number.
Please send us a screenshot of this information so we can check your transaction.
Please ensure your order number or transaction ID, date, item name, and price are visible.

・How to Check Your Receipt Email
Open your Gmail email app.
Search in your emails for "Google Play Order Details".
Confirm they are the correct order details for TOYVERSE.
Take a screenshot of the entire screen so that the Order Number displayed in the Thank You message is not cut off.
Reply to TOYVERSE Support's automated email with your screenshot so our Support Team can check.


・How to Check "pay.google.com"
Launch your browser.
Enter pay.google.com into the address field and access the site.
From "Transactions", tap the transaction where the Joy Gems were not reflected in-app.
Take a screenshot of the "Transaction Details" so that the "Date" and "Transaction ID" on the page are included.
Reply to TOYVERSE Support's automated email with your screenshot so our Support Team can check.
*Please note that this is an external site.

 


Notes:


・We need the date,order number, item name and price to be visable on one screenshot.

・We don't need your personal information (your name, your email address), so you can make it not visible if you so wish.

・The "date" is the "date of issue" and not the "date of item purchase".

・iOS: Please note that your statement may be issued up to 2 weeks after the date of purchase, or items purchased on different days may be combined and issued on the same day.

・Please send us your purchase history of all items purchased on "TOYVERSE" within the last 14 days, including those that have already been charged for the above reasons.





Last Updated: 2023/10/02
Feel free to contact us if you still have any other questions or concerns.
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