Handle errors during purchase

Read on if you would like to troubleshoot an error encountered during making a purchase in the in-game store.

First, you should check you are logged-in with the correct account on your device.

iOS: Check if You're Logged In with Apple ID

1. Open the Settings app (gray gear icon).
2. At the top of the screen, you should see your name and profile picture.
   • If you see "Sign in to your iPhone", then you're not logged in.
   • If you see a red badge youl will likely have to re-enter your password.
3. Tap your name to view your Apple ID details.
   • Confirm that your Apple ID email is correct.
   • You can also check iCloud, App Store, and device sync status here.

Android: Check if You're Logged In with a Google Account

1. Open the Settings app (gear icon).
2. Scroll down and tap Google.
   • On some phones: tap Accounts → Google.
3. You should see your Google account email address listed.
   • If none is shown, you're not signed in.
4. Tap the account to view sync status and linked services.

If the above wasn't the problem, you should check to see if you have a valid credit card with sufficient funds configured on the account above.

iOS: Check If a Valid Payment Method Is Set Up for App Store Purchases

1. Open the Settings app (gray gear icon).
2. Tap your name at the top to open Apple ID settings.
3. Tap Payment & Shipping.
   • You may need to sign in with your Apple ID password or Face ID.
4. Under Payment Methods, make sure:
   • A valid credit/debit card, PayPal, or Apple ID balance is listed.
   • Expired or declined cards are removed or updated.
5. To add or update a card:
   • Tap Add Payment Method or tap an existing one to edit.

At least one valid payment method is required for in-app purchases to work.

Troubleshoot further

If none of the above worked and you are unsure what the error message suggests then follow the steps in Game Crashes and Errors.