If your gem purchase was declined, failed, or hasn't shown up, here's how to fix it by payment method — plus other conditions that can block a purchase.
TL;DR
Card declines are usually caused by incorrect billing details, insufficient funds, or a bank block — re-check and try again, then contact your bank. For crypto, send the correct asset on the correct network to the correct address and allow time for confirmations. Duplicate charges typically reverse within 3–5 business days. A negative balance, a locked account, or a regional restriction can also block a purchase.
Paying by card
The most common causes are:
Incorrect billing details (especially ZIP/postal code),
Insufficient funds, or
Your bank blocking the charge.
Re-check your details and try again. If it keeps getting declined, contact your bank — they can confirm whether they're blocking it.
Card payments aren't available in a few US states: Michigan, Washington, Louisiana, and South Carolina.
Paying by crypto
Send the correct asset on the correct network to the correct address. Sending on the wrong network or to the wrong address is the most common problem and can result in lost funds.
Crypto purchases need network confirmations before gems are credited, so allow some time after sending.
Were you charged twice?
A duplicate charge typically reverses on its own within 3–5 business days. If it hasn't cleared after that, contact support.
You paid, but gems didn't arrive
Contact support with the date, amount, and payment method — and for crypto, the transaction hash (TXID).
Other reasons a purchase can be blocked
Your account is locked — see Why is my account locked or frozen?
A regional restriction applies.
Common questions
My card was declined — why?
Usually billing details, funds, or a bank block. Re-check, then contact your bank.
I paid with crypto but have no gems.
Confirm the network/address and allow time for confirmations. Still missing? Send support your TXID.
I was double-charged.
Duplicates generally reverse within 3–5 business days.