If coins are not being added correctly due to an error, please quit/close the application and reboot it. Payment processing resumes after the application has been rebooted, so there is a possibility that it will take a little time for the coins to appear. If the coins still do not appear after rebooting the application, confirm your Purchase History and contact us via the following process:
■ iOS
・Inquiries:
In the application select “Contact Us” from the “Support” section found in “Account Settings.”
Select the category 【Charge Error】, fill out the necessary information,
and attach a screenshot of a《purchase receipt e-mail》or your《Purchase History》.
※In one screenshot, please make clear the “date, order no., item(s) name, and paid amount.”
・How to confirm your Purchase History:
1）From iTunes using a Computer:
Open iTunes on a PC or Mac⇒
Sign in using the Apple ID used to purchase coins⇒
Click on the displayed Apple ID⇒
Proceed to “Account” from the menu⇒
Click the “See All” option at the side of the Purchase History⇒
Click on the arrow to the left of the purchase dat
2)From an iPhone:
Boot the AppStore on your iPhone⇒
Tap the blue account icon in the top right of the screen⇒
Tap the account name at the very top⇒
Sign in using your Apple ID and password⇒
Tap on Purchase History⇒
Tap on the arrow next to the applicable purchase“Total”⇒
※You will be able to confirm the “Order Date.”
※Please note that the method for this action may differ depending on the iOS version being used.
■ Android
・Inquiries:
In the application select “Contact Us” from the “Support” section found in “Account Settings.”
Select the category 【Charge Error】, fill out the necessary information,
and attach a screenshot of a《purchase receipt e-mail》or your《Purchase History》.
※In one screenshot, please make clear the “date, order no., item(s) name, and paid amount.”
・How to confirm your Purchase History:
※In the case that a charge error has occurred, a receipt e-mail including the “Order Number” is required in order to run an investigation.
1) Confirm the “Order Number” from the receipt e-mail:
If you purchase items through the application, a “receipt e-mail” will be sent to your Google (Gmail) account via the Google Play Store. The order number for your purchase should be included in the “receipt e-mail,” so please include the applicable order number in your inquiry.
You may also send us a screenshot of the receipt email and purchase history.
When taking a screenshot please make sure that the “order number,” “order date,” “item name(s),” and “purchase” price can all be confirmed.
2) Checking from a Google Receipt E-mail:
Open your Gmail account⇒
Search for “Google Play Order Details” in your inbox⇒
Confirm the applicable order for VIVIBUDS⇒
So that the “order number” is not cut off and remains visible,
make sure you take a screenshot of the entire screen⇒
Attach the applicable screenshot file to the inquiry form and send it to us.
3) Checking from “pay.google.com”:
Boot up your browser⇒
Type in and access “pay.google.com”⇒
Select the not yet reflected history from “user content” ⇒
The transaction details screen will display.
Take a screenshot showing clearly the “date” and “transaction ID”⇒
Attach the applicable screenshot file to the inquiry form and send it to us.
※Please note that this is an external website.