What to Do if I Didn’t Receive My Purchase?

Most missing purchases show up after a quick restart. Try this first:

Quick fix

1. Close the Animal Company app completely.
2. Restart the app.
3. Check for your purchase:
   • Coins: Listen for the “cha-ching!” sound.
   • Coins or Research Points bundles: Check your watch for the updated balance.
   • Items, cosmetics, or animals: Visit your character customizer in the Shop.

Still not there? Try these extra checks

1. Wait a few minutes (sometimes purchases take a short moment to sync).
2. Make sure your headset has a stable internet connection.
3. Confirm you’re on the same Meta account you used to buy the item (switching accounts can make it look “missing”).
4. Don’t buy it again while troubleshooting. This can cause confusion if the first purchase is still processing.

If it’s still missing, we can help

To verify your purchase quickly, please send a short video (under 10MB) that clearly shows:

• Your Meta Horizon @-ID (Not sure what this is? Click here to learn how to find it) 
• Your purchase history showing the item that didn’t arrive

You can record this from your headset or the Meta Horizon mobile app.

Submit your video and details here: https://support.animalcompanyvr.com/support/tickets/new?ticket_form=purchased_item_not_received