Event Pack and Daily Gems not received

[Ozymandius]

I ordered a daily gems and event pack today, but even though the order was processed, I did not recieve the goods in my account. I normally receive the downloads delivered right away. Playing on PC, I got the following error codes:

[Ozymandius]

FYI, I tried using the restore button, but that did nothing...

[Travis | Support Mgr.]

Looking at your game data, I see that the order of Daily Gems was delivered, but because there was a connection issue, the order needs to be manually collected. You can collect your goods by going to the game settings and opening the Vault. Once there, tap on the order that needs to be collected, then tap the "retry" or "open" button.

I do not see anything on our end for an event pack. Were both items purchased for the profile with the username 'PracticeField'?

[Ozymandius]

Different account, I will post the account info below.

[Ozymandius]

I was able to collect the 110 gems per day on Pratice Field thanks to your advice. These purchases are on my son's account, Longthoughts. The account email hopelong21@wrsdk12.net is no longer an active email account. Not sure it that has anything to do with not getting the purchases?

I checked my bank account, and both transactions went through. but nothing showing in Vault for either main account heroes or ANB hero.

[Travis | Support Mgr.]

Were both purchases on your son's account? Or were the Daily Gems on yours and the Event Pack was on his?

[Ozymandius]

Both were on the Longthoughts account with email hopelong21@wrsdk12.net. That was the original and oldest account. Still not appearing in the Vault for either the ANB hero or the main account heroes.

[Ozymandius]

Both sales were paid out of my checking account, so Microsoft Store received payment. I have made lots of in-game purchases, but I have never not had one instantly appear in the game to be downloaded.

[Travis | Support Mgr.]

I've had a couple more reports of purchasing issues with Microsoft come in over the weekend. Other players were able to get their goods by resetting the Microsoft Store:

1. Open the start menu.
2. Go to settings>apps.
3. Search for "store" and click on the result.
4. Click "advanced options".
5. Click reset.

Once the store has been reset, try using the restore purchases button again.

[Ozymandius]

Thanks! I will give that a try.