Start by checking your internet connection, as it has to be stable for newly purchased items to be added to the game. If it was lost during or right after the purchase, restart your device and check to see if the purchase shows up.
Sometimes it takes a little more than 24 hours since the moment of payment for the purchase to arrive at your game account. If after that time you still didn't receive it, please immediately contact our support team. We will do our best to help you! Make sure to provide the following information about your purchase:
1. The exact amount of the items you purchased.
2. The approximate time of your purchase.
3. A screenshot of the receipt. The receipt is emailed to the account used to make the purchase soon after the purchase is completed. You can find more information about your purchase history in the customer support section on Apple or Google.
According to your OS, you can also try to contact your transaction provider: Google Play or iTunes