I bought gems and I did not receive them
We are sorry to hear you had problems with your gems purchases. We are happy to book the missing packages to your account, but you will have to contact us through the contact form and include in your message your Grow ID, your transaction ID, date of the purchase and the package(s) you have bought.
If you made more than one purchase in one day, please include all their details in your inquiry, to help us identify the one that has failed.
For Android / Google Play purchases
You will find the details of your purchases in the Google Payment center: https://payments.google.com . Please gather the information mentioned above and contact us at your earliest convenience.
For Apple / iTunes orders
Apple will e-mail you the receipts of your purchases within 5 days, or, you can use a PC / Mac to get a copy of your receipt.
- Launch iTunes on a computer (this will not work on your mobile device)
- Click on iTunes Store on the right hand menu
- Click on your e-mail address on the upper left hand corner
- Click Account from the drop-down menu
- Enter your password for your iTunes account
- Scroll down to Purchase History and click Select All
- Find the receipts for the apps you downloaded
Or you can go to https://reportaproblem.apple.com/
After you log on click on the receipts tab and it will show a list of your purchases over the last 30 days. To the right of each receipt listing there are two buttons, one that says View Purchase and the second one says Receipt. Note that if the Receipt button says Pending then you will have to wait for Apple to finish processing the receipt (this can take up to 5 days).
Click on the Receipt button and take a screenshot of or copy and paste the iTunes receipt (make sure it includes the entire receipt!) and e-mail it back to us.
Please gather the information mentioned above and contact us at your earliest convenience.
Send us the PayPal transaction ID and the e-mail address of the account used to make the purchase.
If you need further assistance, please contact us here:
For PC - Ubisoft Support
For Mobile (iOS and Android) contact us in-game.