Why isn't my purchase going through?

If you're having trouble making a purchase, the error message you're seeing can usually tell you what's happening.

My payment was declined

If your payment was declined, your purchase wasn't completed and you haven't been charged.

This usually happens when your payment provider blocks the transaction for security reasons, often after several purchase attempts in a short period.

If this happens:

• Wait before trying again. Making more purchase attempts can extend the temporary block.
• Make sure you have the amount needed to complete the purchase.
• If you're still unable to complete your purchase, contact our Support team through the chat widget in the lower-right corner of the Help Center.

Please include:

• Your MovieStarPlanet username.
• The transaction number from your most recent purchase attempt, if available.

I can't make another purchase

If you're purchasing through the Apple App Store or Google Play, you may see an error that prevents you from making another purchase.

This can happen if:

• A previous purchase is still being processed.
• You accidentally started the same purchase more than once.
• You made a purchase on another MovieStarPlanet account using the same Apple or Google account, and it's still processing.

If your original purchase hasn't appeared after 2 days, contact our Support team through the chat widget in the lower-right corner of the Help Center.

Please include:

• The MovieStarPlanet username used for the original purchase.
• Whether the purchase was made through Apple App Store or Google Play.