Please do not buy the same item again to try to make it appear. Support can help check the original purchase.
Check the product name on your Apple or Google Play receipt. Gems, coins, and VIP are different products.
Check which Mochi account you are currently using. If you bought while using a guest account, keep that device and app data intact.
If you have no unsaved edits, close and reopen Mochi once and check your balance.
If the purchase is still missing, stay in your current support conversation, or open Profile → Support if you have not contacted us yet. Send the store order ID or a receipt showing the Mochi item, purchase time, and amount. Include which balance or benefit is missing. Hide unrelated financial details.
A payment confirmation and a delivered balance are separate things. We need to check both before deciding what to do next. You do not need to keep restarting or purchasing while we investigate.
If you want your payment returned instead, tell Support that you are requesting a refund.
“Purchase processing” or “Still processing”
The updated app can temporarily pause new Gem purchases while it checks whether a recent purchase reached your balance. This message is not proof that payment failed or that you need to buy again. Keep the original transaction for review and avoid a duplicate purchase.
If processing persists, send the store/platform, item and exact displayed message here. A redacted receipt or order ID can help; do not delay asking for help because a screenshot is unavailable. The update improves balance refresh, but does not prove an older missing credit has been repaired.
Google Play says “You already own this item”
This can be a block on buying a new Gem pack even if the earlier purchase already arrived. Tell us whether the previous Gems arrived, the attempted pack and the exact error. The 1.1.6 OTA improves normal purchase handling but does not repair every already-held Google Play purchase. Do not repurchase another pack, switch accounts or keep retrying as a fix. The team needs to review a persistent block.
A previous purchase already arrived
If the app says Gems already arrived and asks whether to buy again, it is confirming an additional purchase. Choose Not now unless you intentionally want another pack. The first purchase and a new purchase are separate.