I did not receive my purchase

Before you make a purchase, you first need to make sure you are logged in to the right account. If you are using a Guest account, your purchase will go to that guest account and cannot be transferred to your regular account. The data for your Guest account is only stored locally (on your device or internet browser), and we have no record of this account in our database. Anything you do on this account will go away if you are logged out.

There are other reasons for missing purchases:

Following a purchase, it may take a few minutes to update your credit balance or activate your equipment pack. If in doubt, please log out then log back in to the game: this will force a refresh of your credit balance.

If your credits are still not visible or your boat has not been equipped, think about checking if the transaction actually took place, by checking your mailbox for a transaction receipt, or your bank statement.

You made a purchase form the Web

After you make a purchase (web & mobile), you will immediately receive a receipt via email. If you have this receipt and the credits do not show on your account balance, please contact us via the link you can see at the bottom of this page. Make sure you provide us all the information you have about the issue you encountered, specifically:

• Your nickname (the name of your boat)
• The email address you used to make this purchcase
• The transaction number (you will find this number on your Virtual Regatta receipt)
• The exact date of the purchase (you will find this information on your Virtual Regatta receipt)
• A copy of your Virtual Regatta receipt

If you cannot find this receipt, make sure you check your spam folder. If it is not there either, it is possible that this transaction did not take place.

You made a purchase from your mobile device

If you made a purchase from your mobile device (they are called "in-app purchases"), this purchase is handled by Apple (iOS devices) or Google (Android devices). These two companies have a support department that answers questions about purchase-related issues. Do not hesitate to contact them to receive help about your payment issue.

In-app purchases on Android devices (Google Play)

If you made a purchase via Google Play and did not recieve it, please visit Google Play Help for assistance.

As Google Play is responsible for cashing out your purhcase, they will be able to provide you with information about the issue you encountered with your purchase, or process your refund (see their refund policies).

If Google Play cannot resolve your issue, please contact us with the following information:

• Your nickname
• The email address you used to make this purchase
• The Google Play transaction number for this purchase (you can find this number on your Google Play receipt)
• The exact date of the purchase (you will find this information on your Google Play receipt)
• A copy of your Google Play receipt
• A copy of the response Google Play made to your help request

In-app purchases on Apple devices (iTunes)

If you made a purchase via iTunes and did not receive it, please visit the Apple Support page for assistance.

As iTunes is responsible for cashing out your purhcase, they will be able to provide you with information about the issue you encountered with your purchase, or process your refund (see their refund policies).

If iTunes cannot resolve your issue, please contact us with the following information:

• Your nickname
• Your Apple ID
• The order number for this purchase (you can find this number on your Apple receipt)
• The exact date of the purchase (you will find this information on your Apple receipt)
• A copy of your Apple receipt
• A copy of the response Apple support made to your help request

Support requests sent to us after 14 days from the date of purchase cannot be processed. For more information, please read our terms of use.