Purchased an item but didn't receive it? Don't worry, we will fix this together!
The first thing to check is your purchase history on iTunes. This is easy and can be done right from your mobile.
- Go to the iOS Settings > then tap [your name] > iTunes & App Store.
- Tap your Apple ID, then tap View Apple ID. You might be asked to authenticate your Apple ID.
(Please note: If you use Family Sharing, you'll see in your purchase history what you bought using your Apple ID, but you won't see what other family members bought. To see what other family members bought, sign in with their Apple ID)
- Scroll to Purchase History and tap it.
An example of your receipt information can be seen below. When opening your history, tap each area highlighted in green in the example below, to locate the purchase in your iTunes account.
Once you've found the relevant purchase, please send us a copy of it by using the "contact us" button at the bottom of this page. We'll help you fix things from there.
Please note: it can be a few days before the App Store applies purchase charges to your account. E.g. you might make a purchase today, but it can take up to 10 days for you to be billed for an in-game purchase. Therefore your invoice will show purchases from previous days, but not necessarily today.
Support regarding your iTunes purchase history can be found here.
(If your purchase is shown as 'Pending' in your order history, it may be due to iTunes not debiting your transaction yet - or may be due to a problem with your payment method. If this is the case, please review Apple's page on 'Pending' purchases here.)
As Apple handle all of your iTunes transactions, if you would prefer a full refund, please contact the Apple Support Team directly, by following their link here.