Purchase issues can happen for a variety of reasons depending on where you are making your purchase.
For Android users making an in-app purchase:
Our in-app purchases are handled by the Google Play Store for Android users (regardless of their location). Due to this, we recommend trying the troubleshooting steps from this support article from Google to help with any purchase issues:
https://support.google.com/googleplay/answer/1267137?hl=en&co=GENIE.Platform%3DAndroid
If you're still having trouble after that, please reach out to Google Play Support directly through the Contact Us button at the bottom of the webpage.
For Apple (IOS) users making an in-app purchase:
Our in-app purchases are handled by the Apple App Store for IOS users (regardless of their location). Due to this, we recommend trying the troubleshooting steps from this support article from Apple to help with any purchase issues:
https://support.apple.com/en-us/HT203005
If you're still having trouble after that, please reach out to the Apple App Store directly through the Contact Apple Support link on the webpage.
For users who are purchasing through Galatea's website:
If you receive any errors while trying to complete your purchase, please first try an alternative method of payment if you have one.
In case this doesn’t resolve the issue or you don’t have an alternative form of payment, please contact our customer support team! To do so, tap "Submit a request" at the top right corner of this page.