If your Star balance is not updating correctly, please try the following:
1. Restart the app.
2. Reopen the Star purchase screen.
The purchase process will now be resumed, which may cause your Star balance to update correctly.
If the above solution does not resolve the issue, please follow the steps below to submit an inquiry.
Submitting an inquiry
- Tap the icon on the upper-right of the Profile screen.
- Tap "Inquiries".
- Select the category "Issues with Purchasing Items".
- Enter your e-mail address, inquiry subject, and other required information.
- Attach a screenshot of your e-mail receipt or purchase history.
Checking your purchase history
If a charge error has occurred, you will need to supply the order number found in the e-mail receipt in order for us to investigate the issue.
Finding the order number in the e-mail receipt
When an in-app payment is made, an "Order Receipt" will be sent to your Google account (Gmail address) from the Google Play Store. Your order number can be found in this e-mail. Please include the corresponding order number when sending your inquiry.
Alternatively, you can upload a screenshot of your e-mail receipt or purchase history along with the inquiry. When taking a screenshot, make sure that the order number, date, item name, and price are all clearly visible.