Divine Games (the developers of the game) are using a third-party payment processor called Xsolla to allow for the in-game transactions. This means that we (ArmorGames) do not have access to the purchase history, nor can we look at the game logs and server to verify or correct any in-game gem delivery.
There are a few things that we recommend that you do in order to have this looked into for your gem delivery and or payment refunded.
General Payment Help
For most games, there are some basic troubleshooting steps that can be attempted to force the account to re-sync in an attempt to get the game to apply the purchase(s).
- Sometimes the issue can be resolved by simply rebooting the machine, we suggest you try this first.
- If it persists, try clearing your browser's cache. How do I clear my cache? Check this article.
- Still having issues? Try a different browser. If you're using Internet Explorer, try Chrome or Firefox
Please confirm that your payment has been processed via Xsolla. An email was sent to you once the transaction was completed. You'll be able to locate the transaction ID that will be needed when you contact the developer. If you did not receive the email. please check your junk or spam folders. Otherwise, you can contact Xsolla's support team for help.
Contact the Developer (Divine Games)
If you are still not seeing the gems being delivered to your account and the purchase has been completed, we recommend that you contact the developer of Realm Grinder to ask their support team to look into what has caused the delay or non-delivery of the gems. They should be able to look at your account and help the gems be applied or issue a refund for the purchase. To contact them please visit the Divine Games support page.
You'll want to also include your transaction ID(s) from the email receipt from Xsolla. If you do not have that information handy, I'd recommend including the date of the purchase along with the package you purchased.