First of all, thank you for your purchase! In rare cases, in-game purchasing errors may occur. If your original point of purchase can't resolve your issue, you may Submit a Ticket to us. Please be sure to include the following information with your ticket:
• Go to Hero > Your Invite Code and send us the name that is displayed at the bottom of the screen.
• Include the level of your Hero.
• Attach a copy of your purchase receipt/confirmation from Microsoft or Sony for purchase validation.
This information will help expedite the overall process and get you back to enjoying Gems of War as quickly as possible!