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 Menu button in the upper-right corner of the Home screen.
- Tap Settings.
- 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:
- Launch the App Store app on your iPhone
- Tap the circular icon in the top right corner of the screen to go to your account page
- Tap Purchase History
- Tap "Total"
for the relevant purchase history On the page that appears after you tap "Total", you can check details such as the order number and the actual date of purchase.
The operation may differ depending on the OS version.
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.