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Start with the company that billed you. For an Apple App Store purchase, submit a request through reportaproblem.apple.com. For a Google Play purchase, use Google Play’s refund flow; requests made within 48 hours may qualify depending on the transaction. After 48 hours, contact the game developer, which Google identifies as the normal route for troubleshooting and possible refunds. If the developer billed you directly, use that payment system’s support process.
A shutdown is a relevant, truthful explanation because gems, coins, passes, subscriptions or other paid access may no longer be usable. However, neither Apple’s cited guidance nor Google’s cited guidance promises an automatic refund solely because a game closes. Decisions are case-specific and can depend on the purchase date, billing route, item, location and applicable law.
Identify who actually charged you
The game itself may display the purchase screen, but the receipt normally identifies the billing platform. Find the receipt in your email, purchase history or bank statement and look for the merchant name, order number and account used. Route the request to the same service that processed the payment.
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Scan for outdated or missing drivers - takes under a minuteDriver Scan →Clear out junk files and repair common Windows errorsFree Scan →| Billing route | First request channel | Important timing or qualification |
|---|---|---|
| Apple App Store | reportaproblem.apple.com | Apple says to wait 24 to 48 hours for an update after submitting; eligibility can vary by country or region. |
| Google Play | Google Play’s refund request flow | Within 48 hours, a refund may be available depending on the purchase details. After 48 hours, contact the developer. |
| Developer or another direct payment system | The developer’s support or payment system | Follow that provider’s refund terms and applicable law. |
Do not submit the same transaction as an unauthorized charge unless you genuinely did not authorize it. A voluntary purchase that became unusable after a closure should be described as a loss of access or fulfillment problem, not as fraud.
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What a game shutdown changes—and what it does not
When a service closes, the practical basis for your request is that the content you paid for can no longer be accessed or used. A closure announcement, termination date or message shown in the app helps establish that fact. It does not, by itself, create a universal store-policy entitlement.
The timing of the shutdown and the timing of the purchase matter. A recent transaction for content that was never delivered can present a different set of facts from an older purchase that was usable for months. State the dates accurately and let the billing platform or developer apply its policy. Do not claim that every purchase in the game should be refunded if you are asking about particular transactions.
Apple: request the refund through Apple’s reporting portal
1. Sign in with the Apple Account that paid
Open reportaproblem.apple.com and sign in. If you use more than one Apple Account, start with the account shown on the receipt. Apple notes that a missing charge can mean that another Apple Account was used, so check other accounts you control if the transaction does not appear.
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2. Choose the refund request option
- Select I’d like to.
- Choose Request a refund.
- Select the reason category that most truthfully describes the situation. Apple documents categories such as a fulfillment issue, dissatisfaction, a legal reason or another reason.
- Select the game transaction, review the details and submit the request.
For a closed game, a fulfillment or other accurately described reason may fit better than an unauthorized-charge reason. Use the category that reflects your facts; do not choose one merely because you expect it to be approved.
3. Explain the loss of access
Keep the explanation short and factual: identify the item, purchase date, amount and currency, then state when the developer announced or implemented the closure and why the item can no longer be used. Include the transaction identifier if the form allows additional detail.
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4. If the transaction is missing or the portal will not accept the request
Check other Apple Accounts that may have been used for billing. Confirm that you are looking for the correct purchase date and item. If you still cannot submit the request through the portal, contact Apple Support and provide the receipt, transaction information and shutdown evidence.
5. Track the response
Apple says to wait 24 to 48 hours for an update. Approval can take additional time to reach the original payment method. Keep the submission confirmation and any later correspondence until the money is credited or the case is closed.
Google Play: use the 48-hour rule as your first decision point
Purchases made within 48 hours
Open Google Play’s refund request flow while signed in to the Google Account that paid. Google states: “Within 48 hours: You may be able to get a refund depending on the details of the purchase.” Submit the request promptly, select the relevant transaction and explain that the game has closed or that the purchased content is no longer available.
The 48-hour period is a policy timing point, not a guaranteed approval deadline. The item, date, payment method and other transaction details can affect the result.
Purchases older than 48 hours
Google states: “After 48 hours: Contact the developer to troubleshoot and find out if you can get a refund.” Locate the game’s support channel from the closure announcement, the former store listing, a receipt or an account message. Send the developer the complete transaction information rather than only a screenshot of the game no longer loading.
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Information to include in a Google request
- Google Play order number
- Purchase date, amount and currency
- Name of the purchased item
- Email address for the Google Account used to pay
- Date the game closed or the date service termination was announced
- A concise statement that the virtual goods or access can no longer be used
Google says refund policies can differ according to what was bought, when and how it was paid for, and where the user is located. A developer may therefore need to review an older purchase even when the store’s initial self-service window has passed.
Direct developer billing and mixed payment histories
Some games use a payment page, account wallet or other system outside the Apple or Google checkout. In that case, the store cannot be the primary refund processor for that charge. Use the developer’s support address or the payment provider named on the receipt.
If you bought several items through different routes, separate them by receipt. Submit Apple transactions to Apple, Google Play transactions through Google or the developer as appropriate, and direct charges to the direct provider. A single message that mixes order numbers from different systems can delay review.
Prepare an evidence packet before you submit
Refund reviewers can act on a specific transaction more easily than on a general complaint about a closed game. Gather these records first:
- The store receipt and transaction or order ID
- Purchase date, amount, currency and item name
- The Apple Account or Google Account used for billing
- The closure announcement, service-termination date or loss-of-access notice
- Screenshots showing unavailable content, a disabled login or a closed service
- Any developer support ticket and the developer’s response
Keep the original files. A screenshot should show enough context to connect the notice to the game, but remove unrelated personal information before sending it. Preserve receipts and order IDs until every request has reached a final outcome.
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Use a factual explanation that matches your case
This wording can be adapted for either a store or a developer. Replace the bracketed fields only inside the form or message:
On [date], I bought [item] in [game] through [Apple/Google]. The developer announced that the game will close on [date] / has closed, so the purchased content can no longer be accessed or used. Please review this transaction for a refund. Order/transaction ID: [ID].If the game is still online but a particular item disappeared, describe that narrower problem instead of saying the entire service has closed. If the item worked for a period and the service later ended, say so. Accuracy gives the reviewer a usable timeline and avoids turning a normal policy request into an incorrect fraud report.
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The charge is visible in Apple’s portal
Submit through the Apple portal first. Wait the stated 24-to-48-hour period for an update, then follow any instructions in the response. If the portal does not show the charge, check other Apple Accounts and then contact Apple Support.
The charge is visible in Google Play and is less than 48 hours old
Use Google Play’s refund flow immediately. Include the shutdown date and transaction evidence so the reviewer sees why the purchase can no longer be used.
The Google Play charge is older than 48 hours
Contact the developer with the order number and closure evidence. Google identifies this as the normal route after 48 hours because the developer can investigate the account and apply its own policy and applicable law.
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The receipt names a direct provider
Contact that provider or the developer’s billing support. The store’s refund form may not contain the transaction at all because the store did not collect the money.
Regional consumer-law rights and policy limits
Apple says refund eligibility may vary by country or region and that users retain consumer-law rights where those protections apply. Google likewise says its policies differ based on the purchase, timing, payment method and user’s location. Store guidance is therefore not a complete statement of local law.
Readers in the EEA, the United Kingdom, Australia, New Zealand and other jurisdictions should check the consumer protections that apply where they live. Present the request as a factual account of the service ending and the resulting loss of access; do not assert a legal entitlement unless you know that the relevant law covers your transaction.
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Common mistakes that weaken a shutdown-related request
- Using the wrong account: A purchase cannot be found if you are signed in to a different Apple Account or Google Account.
- Sending a bank statement without an order ID: The billing platform needs to match the request to a specific transaction.
- Calling a voluntary purchase unauthorized: Use that description only when the charge truly was not authorized.
- Leaving out the shutdown date: The reviewer needs to know when access ended or is scheduled to end.
- Requesting every historical purchase without distinction: List the actual items and transactions you want reviewed.
- Ignoring the 48-hour Google Play window: Submit promptly when the purchase is recent; after the window, move to the developer route.
- Mixing billing platforms: Separate Apple, Google Play and direct-provider receipts into the correct requests.
- Deleting evidence after contacting support: Retain receipts, notices and ticket responses until resolution.
What to expect after submission
A request is a review, not an instant credit. Apple advises allowing 24 to 48 hours for an update, with additional time possible before an approved refund reaches the payment method. Google provides the 48-hour self-service decision point and directs older requests to the developer. A developer response can require account-level investigation, especially when the game has already gone offline.
Keep a simple record of the date submitted, channel used, transaction IDs, support-ticket numbers and replies. If a reviewer asks for clarification, answer the specific question and preserve the original factual timeline. Do not open repeated duplicate requests while the first one is pending unless the platform instructs you to do so.
Decision checklist
- Find the receipt and identify whether Apple, Google Play or a direct provider billed you.
- Record the item, amount, currency, purchase date and order or transaction ID.
- Save the closure announcement, termination date or screenshot showing that access is unavailable.
- For Apple, sign in at reportaproblem.apple.com, choose I’d like to then Request a refund, select a truthful reason and submit.
- For Google Play, submit through the refund flow if the purchase is within 48 hours; otherwise contact the developer.
- For a direct charge, use the developer or payment provider named on the receipt.
- Describe only what happened, avoid an unauthorized-charge claim unless true, and keep all records until the case closes.
Bottom line for a closed-game purchase
Use the platform that billed you, not simply the company that published the game. Apple requests start at reportaproblem.apple.com; Google Play requests are especially time-sensitive during the first 48 hours, with older cases normally sent to the developer. A closure announcement and proof that the purchased content is unusable make your explanation clearer, but approval remains case-specific and may be affected by regional consumer-law rights.
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