Purchase & Gold Issues

Made a purchase but your Gold or items haven't appeared? This guide explains what to check first, how long to wait, and how to contact support if needed.

Important:  Rail Nation's support team cannot issue Gold or refunds without a verified purchase record. Please keep your payment confirmation email as it is the most important piece of information when reporting an issue.

Step 1 — Wait a Few Minutes

In most cases, Gold arrives within seconds of a completed payment. However, depending on your payment method, processing can take up to 15 minutes. Before taking any further steps, wait at least 15 minutes and then refresh the game.

Step 2 — Check That Your Payment Was Accepted

A delayed or missing Gold delivery is sometimes caused by an incomplete payment rather than a delivery failure. Check the following:

• Look for a payment confirmation email from your payment provider (PayPal, your bank, etc.).

• Check your bank or card statement to confirm the charge went through.

• If you see a "pending" transaction with no confirmation email, the payment did not complete. Try the purchase again.

Step 3 — Confirm You Are on the Right Server

Gold is tied to the specific game world (server) you were logged into when you made the purchase. If you play on multiple servers, it is easy to accidentally buy Gold for the wrong one.

• Log in to the server where you made the purchase and check your Gold balance there.

If you need to move Gold to a different server, see How to Transfer Gold in Rail Nation.

Step 4 — Check Your Purchase History

You can review your recent Gold purchases via the Rail Nation Shop. Open the Shop in-game and look for a purchase history or transaction log. This confirms whether the purchase was recorded on Rail Nation's side.

Package purchases:  Starter and Era packages include Gold as well as resources. If a package's non-Gold items (research points, money, etc.) appeared but the Gold did not, please contact support with your transaction details — this is a known edge case we can resolve. 

Contacting Support for Purchase Issues

If you have waited 15 minutes, confirmed the payment went through, checked the correct server, and the Gold is still missing, please contact support. Purchase issues are resolved faster than any other support category — but only when the right information is provided upfront.

Please include all of the following in your ticket:

• Your account name and the server (game world) where the purchase was made

• The date and approximate time of the purchase

• The package or Gold amount you purchased

• Your payment method (e.g. PayPal, credit card, Google Play)

• Your payment confirmation email or transaction ID — attach it directly to the ticket

• A screenshot of your current Gold balance in-game

Please do not submit multiple tickets for the same issue.  Duplicate tickets do not speed up resolution — they slow it down by splitting the case history across multiple threads. If you have not received a response within 48 hours, reply to your existing ticket to follow up.

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