Follow the account flow from conversations
A provider login, such as Google, should not be assumed to be identical to entering the same-looking address with a password. Use the option associated with your existing account.
- Open your chats or start from a character you want to meet.
- Choose the sign-in option shown by the application.
- Finish any verification within that account flow.
- Confirm the identity and existing activity before buying anything again.
Check the identity behind a missing benefit
Compare the signed-in identity with the account used on the receipt. An unexpected balance can be an account mismatch rather than a missing payment.
If the original access method fails, note its exact error and keep the purchase reference for support. Repeatedly registering new accounts is not a useful way to recover an existing one.
Keep access credentials in the sign-in screen
Support needs to know the method, browser, device and error, not the password or verification code that grants entry. Keep those credentials out of tickets and public discussions.
Sign out on shared devices. Before clearing site cookies, make sure you know which access method you will need when the session is removed.