If an error occurs that prevents your Star balance from updating correctly, close the app using the task manager, and then try restarting it. Restarting the app will resume the purchase process, so your Star balance may now update correctly.
If your Star balance does not update even after restarting the app, please check your purchase history and then 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
Using iTunes:
- Open iTunes on your PC.
- Sign in with the Apple ID used to purchase the Stars.
- Click the Apple ID that appears after sign-in, then proceed to "Menu", and then "Account".
- Click "View All" next to your purchase history.
- Click the arrow to the left of the date of purchase.
Using iPhone:
- Open the App Store on your iPhone.
- Tap the blue person icon on the upper-right of the screen.
- Tap the account name at the top.
- Enter your Apple ID and password to sign in.
- Tap "Purchase History".
- Tap the relevant invoice within the Purchase History.
Important Notes
- Please ensure that the date, order number, item name, and price are all clearly visible within a single screenshot.
- Personal information (name, e-mail address, etc.) is not required, so please free to edit these details out if you wish.
- The date should be the "date issued" and not the "date of purchase".
- In some cases the invoice may be issued up to two weeks after the date of purchase, or issued as a total that also includes purchases made on other days. For this reason, please send your entire purchase history for items purchased on Purenista within the past 14 days, including completed charges.