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📋Frequently Asked Questions (FAQ)

🔧Purchases - Troubleshooting🔧

Whether you are purchasing items directly in-game or browsing special deals on our Pixel Web-Shop (PWS), we want your experience to be as smooth as possible.

Occasionally, things don’t go quite as planned — transactions may fail, get stuck, or throw an error. Below you will find common scenarios and practical steps to resolve them.

1. Payment on Pixel Web-Shop Doesn't Work

If your payment on our web-shop is being declined:

  • Try a different payment method: If a credit/debit card is declined, consider alternative methods offered at checkout (e.g., PayPal, local bank transfers, or digital wallets).

  • Double-check your card details: Ensure card number, expiration date, and CVV/CVC are typed correctly.

  • Try another card: Certain banks or card issuers have strict fraud filters or restrictions on international/online gaming merchants.

  • Check with your bank: Make sure your bank is not actively blocking the transaction, your daily online spend limit is not exceeded, and international/online payments are enabled.

2. You See an Error Message During Checkout

If an error message appears on your screen while attempting a purchase:

  • Take a clear screenshot showing the error message and send it to our Support team so we can investigate.

  • Why this happens: In most cases, the payment provider aborted or blocked the transaction before it could finish. Common culprits include:

    • Session timeout (checkout window left open too long)

    • Incorrect card details or an expired card

    • 3D Secure authentication failure (missed bank SMS code, unconfirmed bank app push notification, or authorization timed out)

  • Please note: Every external payment provider enforces its own security and compliance rules. If a provider's automated security rejects or blocks a payment, our Support team cannot override their decision or force the payment through.

3. The Purchase is "Stuck" or "Processing"

If your payment went through or the game shows that a purchase is pending/processing, please follow these steps to trigger delivery:

  1. Restart the Game & Device: Completely force-close the game app (swipe it away from your recent apps) and restart your phone or tablet. This triggers a fresh sync with Google Play or the Apple App Store, which often delivers pending items immediately.

  2. Check Your Internet Connection: Make sure you are on a strong, stable Wi-Fi network or cellular connection. If Wi-Fi is unstable, try restarting your router or switching to mobile data.

  3. Verify the Transaction: Check your email for an official purchase confirmation/receipt from Google Play, Apple, or the web-shop provider. If no official receipt was generated, the charge was not finalized and money was not taken.

4. In-Game Purchase Works, but Pixel Web-Shop Declines My Card

"My card works totally fine inside the game on Google Play / Apple, so why does it fail on the web-shop?"

  • Purchases inside the game are processed strictly by Apple or Google.

  • The Pixel Web-Shop uses entirely separate third-party payment gateways with their own independent security, anti-fraud, and validation protocols.

  • Because these are completely separate processing systems, a card accepted by Apple/Google can still be declined by the web-shop gateway.

  • We cannot influence or bypass third-party payment gateway declines. If this happens, we recommend trying a different card/payment method, or calling your bank to ask specifically why the transaction was declined.

5. In-Game Purchase on iOS Doesn't Work, but Web-Shop Works

If purchases on your iPhone or iPad are failing while the web-shop works fine, please try the following Apple-specific troubleshooting steps:

  1. Force close the game and reopen it.

  2. Restart your Apple device.

  3. Ensure your internet connection is stable.

  4. Sign out of the App Store and sign back in (Settings ➔ your Apple Account ➔ Media & Purchases ➔ Sign Out).

  5. Verify your payment details in your Apple ID to ensure the card is valid and active.

  6. Update your iOS version: Ensure your device is running the latest supported operating system version.

  7. If the problem persists, please take a screenshot of the error message and reach out to our Support team.

6. Pixel Web-Shop Promo Codes

  • "Promo code already used / no longer valid":
    If you entered a promo code and your payment did not go through (due to a checkout timeout, failed 3D Secure verification, invalid details, or closing the tab prematurely), the code may become locked in our system.

  • In these cases, the automated system marks the promo code as redeemed or expired, and it unfortunately can no longer be used.

Still Need Assistance?

When reaching out to our Support team about any purchase issue, please always provide:

  1. A detailed description of what occurred.

  2. A screenshot of the error message (if applicable).

  3. The official receipt / Order ID (e.g., GPA.xxxx-xxxx-xxxx-xxxxx for Google, or the Apple / Web-Shop invoice).

Our team will gladly investigate and help you get back on track! 🚂🛠

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