Payments FAQ

In this article, you can find answers to frequently asked questions about payments. Here you can learn about emerald multipliers, special offers, Valkyrie's Favor, and much more.

I made a purchase but didn't receive the goods

AndroidiOSHuawei

☑ If you have received a receipt from Google Play:

Take a screenshot of the receipt. You can find receipts in your email, they come from [e-mail]. If you cannot find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

☒ If you have not received the receipt:

It means that money did not reach the game and is stuck between your payment method and Google.

Sometimes, the platform needs additional time to finish all bank transactions.

You can contact Google Play Support directly and ask to check the status of the payments that you are inquiring about. 

1. Open the Play Store app on your device.
2. Tap your avatar to open the Menu. 
3. Go to the bottom of the list and find Help & feedback. 
4. Select Contact us at the bottom of the page.
5. Follow the provided instructions to submit a ticket and wait for the answer.

If the Сontact us button is not there for some reason, you can initiate a dialogue with Google support by following this link.

☑ If you have received a receipt from Apple:

Take a screenshot of the payment receipt. You can find the receipts in your inbox. They come from [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

☒ If you have not received the receipt:

It means that money did not reach the game and is stuck between your payment method and Apple.

Sometimes, the platform needs additional time to finish all the bank transactions.

You may contact Apple directly and check the status of the payments that you are inquiring about.

1. Follow the link. 
2. Type in your question in the pop-up window.
3. To contact support directly, choose the Chat or Call option at the bottom of the page.
4. Follow the provided instructions to submit a ticket and wait for the answer.

☑ If you have received a receipt from AppGallery:

Take a screenshot of the payment receipt. You can find it in the payment history:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

☒ If you have not received the receipt:

It means that money did not reach the game and is stuck between your payment method and AppGallery.

Sometimes, the platform needs additional time to finish all the bank transactions.

You may contact AppGallery directly and check the status of the payments that you are inquiring about.

1. Follow this link.

2. Select your region in the Email us field. You will be redirected to the Support page of your region.

3. Select your preferred contact method.

I can't make a payment

Android iOSHuawei

Try switching to an alternative payment method. If this does not help, contact Google Play Support:

1. Open the Play Store app on your device.
2. Tap your avatar. 
3. Go to the bottom of the list and find Help & feedback. 
4. Select Contact us at the bottom of the page.
5. Fill out the form and wait for the answer.

If the Сontact us button is not there for some reason, you can initiate a dialogue with Google Support by following this link.

Try switching to an alternative payment method. If this does not help, contact Apple Support:

1. Follow the link. 
2. Type in your question in the pop-up window.
3. To contact Support directly, select the Chat or the Call option at the bottom of the page.
4. Follow the provided instructions and wait for the answer.

All payment-related issues on Huawei devices are handled by AppGallery. Thus, contact the AppGallery Support team: 

1. Follow this link.

2. Select your region in the Email us field. You will be redirected to the Support page of your region.

3. Select your preferred contact method.

I made a payment and got the wrong item

Android iOS Huawei

If you have received the wrong item, take a screenshot of the payment receipt from Google. You can find receipts in your email, they come from [e-mail]. If you do not find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

If you have received the wrong item, take a screenshot of the payment receipt from Apple. You can find the receipts in your inbox. They come from [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

If you have received the wrong item, take a screenshot of the payment receipt from AppGallery. You can find it in the payment history:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

I made a payment on the wrong server

Android iOS Huawei

If you have made a payment on the wrong server, take a screenshot of the payment receipt from Google. You can find the receipt in your email, it is usually sent from [e-mail]. If you do not find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

If you have made a payment on the wrong server, take a screenshot of the payment receipt from Apple. You can find the receipts in your inbox. They come from [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

If you have made a payment on the wrong server, take a screenshot of the payment receipt from AppGallery. You can find it in the payment history:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Valkyrie's Favor

Valkyrie's Favor is a subscription. You can purchase it in Airship. It activates on the server where it was purchased and grants the following bonuses for 14 days:

1. Increased combat speed in all game modes.
2. Additional expedition.
3. Daily Artifact Coins.

If you do not collect Artifact Coins on any day, they do not disappear. You can collect all of them in Airship at any time.

You can extend Valkyrie's Favor four days before the expiration. If you do not extend the subscription within 24 hours after it ends, its level resets to level one. Whenever you extend the subscription in time, its daily reward increases. The maximum level is 8.

To check the remaining time of the subscription:

1. Go to Airship.
2. Tap Valkyrie's Favor.

The timer is located at the bottom of the screen.

Valkyrie's Favor level has reset

If you have skipped a payment for any reason less than a month ago, our Support team may help you restore Valkyrie's Favor to the previous level. Сontact Support and describe your problem in detail. Our specialists will review your request.

I can't renew Valkyrie's Favor

Android iOS Huawei

If you cannot extend Valkyrie's Favor for any reason, follow the instructions below.

Make sure Google Play Services is up to date.

1. On your device, open the Settings app.
2. Tap Apps & notifications — See all apps.
3. Scroll down and tap Google Play Services.
4. Go to App Details.
5. Tap Update or Install. 

Clear cache & data from Google Play Store.

1. Go to Settings.
2. Open Apps.
3. Select Google Play Store.
4. Tap Storage. 
5. Select Clear cache.

Reinstall the app. 

Before doing this, make sure that your account is linked to Google Play Services. Open the game and go to Settings. Tap the Synchronization tab. You should see Connected next to the Sign in with Play Games option.

1. Delete the game.
2. Reboot your device.
3. Install the game again.

Switch to an alternative payment method. If this does not help, contact Google Play Support:

1. Open the Play Store app on your device.
2. Tap your avatar. 
3. Go to the bottom of the list and find Help & feedback. 
4. Select Contact us at the bottom of the page.
5. Fill out the form and wait for the answer.

If you cannot extend Valkyrie's Favor for any reason, follow the instructions below.

Make sure your iOS version is up-to-date. If not, update your operating system version in the device's settings.

Reinstall the app.

Before doing this, make sure that your account is linked to Game Center. If your account is synchronized with Game Center, you will see the inscription Signed in as <your Game Center nickname> at the top of the loading screen.
To synchronize your game progress with Game Center, open your device's Settings, search for Game Center, and open it. Move the slider to the right to enable Game Center.

1. Delete the game.
2. Reboot your device.
3. Reinstall the game.

Switch to an alternative payment method. If this does not help, contact Apple Support:

1. Follow the link. 
2. Type in your question in the pop-up window.
3. To contact Support directly, choose Chat or Call option at the bottom of the page.
4. Follow the provided instructions and wait for the answer. 

If you cannot extend Valkyrie's Favor for any reason, follow the instructions below.

Reinstall the app.

Before doing this, make sure that your account is linked to AppGallery. Open the game and go to Settings. Tap the Synchronization tab. You should see Connected next to the Sign in with AppGallery option.

1. Delete the game.
2. Reboot your device.
3. Reinstall the game.

Switch to an alternative payment method. If this does not help, contact AppGallery Support:

1. Follow this link.

2. Select your region in the Email us field. You will be redirected to the Support page of your region.

3. Select your preferred contact method.

Refunds

Payments can be refunded in the following cases:

1. A refund can be made within 48 hours of payment;
2. Intra-Project Values have not been used;
3. The purchase did not affect other users and (or) did not give you preferences in relation to other users (VIP status, unique skin, etc.).

If these conditions are met, contact our Support team.

Android iOS Huawei

Take a screenshot of the payment receipt from Google. You can find receipts in your email, they come from [e-mail]. If you do not find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Take a screenshot of the payment receipt from Apple. You can find the receipts in your inbox. They come from [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Take a screenshot of the payment receipt from AppGallery:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Money was deducted twice for a single purchase

Android iOS Huawei

Take screenshots of the payment receipts from Google. You can find receipts in your email, they come from [e-mail]. If you do not find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Take screenshots of the payment receipts from Apple.

They come from [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Take screenshots of the payment receipts from AppGallery:

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Negative emerald balance

A negative emerald balance is caused by refunds made through the payment system: Google Pay, Apple Pay, or AppGallery. If you have spent purchased resources and made a refund, the emerald equivalent of this purchase will be withdrawn from your game account. Furthermore, you lose access to competitive game modes if your emerald balance is negative.

There are two ways to restore a negative balance to zero:

1. Purchase emeralds in the Emerald Shop.
2. Contact our Support team. Our specialists will review your ticket and provide you with further instructions.

I bought emeralds with a multiplier but got x1 emeralds instead

Android iOS Huawei

Take a screenshot of the payment receipt from Google. You can find receipts in your email, they come from [e-mail]. If you do not find the receipt in your inbox, you can open all your purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Take a screenshot of the payment receipt from Apple. You can find the receipts in your inbox. They come from [e-mail]. If you cannot find the receipt in your inbox, you can check the payment history:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Take a screenshot of the payment receipt from AppGallery.

1. Open the AppGallery app, go to the Me tab, and tap your profile at the very top of the screen.
2. Select Payment and purchases.
3. Tap Purchase history.
4. You will see your purchase history. Find the purchase in question and tap it.

After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.

Emerald multipliers

x4 x3x1.5

X4 emerald multiplier is an automatic time-limited sale. It appears on one or all offers from the Emerald Shop, depending on the sale type. Each x4 offer can be purchased only once a day.

X3 emerald multiplier is a one-time sale available for each offer from the Emerald Shop. This multiplier is fully automatic and can’t be activated manually.
If you purchase emeralds during an x4 sale, you will lose x3 on this particular offer.

X1.5 emerald multiplier appears on one of your previously purchased offers from the Emerald Shop.

Special offers

Every day you are offered to purchase special packs called bundles or special offers.

• The pool of bundles is the same for every player. Bundles are created manually, the contents and price of each of them are fixed, and the distribution of bundles is a fully automatic process.
• Every few hours, you get a different offer. The timer under the offer icon on the main game screen displays when an offer expires.
• There is no limit to how many times you can be offered the same bundle. If you miss one, you will eventually see it again.
• You can purchase a bundle only once. Therefore, you can buy every single bundle in the game. However, new offers are added to the game regularly.

Custom offers

All bundles are the same for every player and are distributed automatically. It is not possible to create a personal offer.

I don't have the same offers as other players

All offers in the game are the same for every player and are distributed automatically. In addition, each offer can be purchased only once.

If you do not have a specific offer at the moment, you will have an opportunity to purchase it in the future.

I was overcharged

iOS only

Apple might delay or group multiple purchases into one bill. It might seem like you are charged more money than you intended, while in reality, it is just the sum of several payments you made.

You can learn more about how Apple manages payments in this article.

How to contact payment Support

Android iOS Huawei

To contact Google Play Support:

1. Open the Play Store app on your device.
2. Tap your avatar to open the Menu. 
3. Go to the bottom of the list and find Help & feedback. 
4. Select Contact us at the bottom of the page.
5. Follow the provided instructions to submit a ticket and wait for the answer.

If the Сontact us button is not there for some reason, you can initiate a dialogue with Google Support by following this link.

To contact Apple Support:

1. Follow the link. 
2. Type in your question in the pop-up window.
3. To contact Support directly, choose the Chat or the Call option at the bottom of the page.
4. Follow the provided instructions to submit a ticket and wait for the answer.

To contact AppGallery Support:

1. Follow this link.

2. Select your region in the Email us field. You will be redirected to the Support page of your region.

3. Select your preferred contact method.