Smite Gems not received after purchase

Hi Kathy,

Thank you for your reply. My question was answered by the Smite Community. I'm still baffled by it, since I have a couple of friends that play Smite on their Nintendo Switches and when they purchase gem packs, their purchase is shown in their xbox profile as well as their playstation profile. The Hi-Rez community mentioned that Switch and Steam purchases do not transfer over to Xbox, but Xbox purchases do. It was odd, as I saw one friend purchase gems on his Switch, and then he logged into his Xbox profile and the same amount of gems were showing. I'm not sure if you have a different answer or not, but that's the answer I received.

Thank you again,

Alejandro

Yes, it's only logical for a game developer to direct you first to Xbox Support because the said gems were purchased via Xbox Store. However, once the Xbox Support has verified that the purchases went through but the gems' licenses were not showing in your
games' licenses then that would be the time you will need to contact the Smite developer.

Regarding this matter, it would be best if you would contact first the Official Xbox Support for more details. From there, they would ask for your Gamertag to check your transaction like if it went through or not.

Just for a heads-up, there's a possibility that they would provide you a reference number that you will present to the game developer in case the said purchases went through. That way, you will need to contact the game Developer of Smite so you can claim
the gems that you've already paid for. This is a common issue for in-game points that do not show up in-game. All game developers have a tool to make the points or gems that you've paid for show up in your account.

Here's the link where you can reach the Official Xbox Support :
support.xbox.con/.../contact-us.

Hey there Mister Maka,

Thanks for your reply, My problem is solved since yesterday.

I got a reply from hirez and this solved my problem:

"Hello,

Please try this:

Login to Smite on your Xbox and go to the redeem a code section. Enter a random code and press submit.

This should unlock your Gem purchase but let us know if this did not work.

Thank you.

HiRezAsh

Hi-Rez Studios Customer Support"

As soon as i did this i received my gems!

Hi, NeoSkywolf! Thank you for reaching out.
I'm AJ, an Independent Advisor for the Xbox Community.
I'm sorry you are experiencing issues with your purchase.

To clarify, is this purchase shown as "Completed" in your account's order history? You can see this at https://account.microsoft.com/billing/orders

• If the purchase shows as "Completed" and it's been more than 24 hours since the transaction went through, you'll need to contact the game's publisher or dedicated support team for further assistance. In this case, that's Hi-Rez Studios.

Hi-Rez Studios can be reached at: https://hirezstudios.zendesk.com/hc/

'Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.'

* When using their chat button, you'll need to type in "Purchase issues" and then select Purchase Issues > Don't have purchase > Yes > It was successful. Once you do this, you'll be prompted to provide more information on your problem for a support ticket.

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For your reference, the following information has been quoted from the "Find your games and add-ons" Xbox Support page:

"If you bought in-game currency such as V-Bucks or EA FC Points, and you’re not seeing them in the game, confirm your completed purchase by signing in to view your order history.

If you see your in-game currency in your purchase history, try quitting and relaunching the game:

- Press the Xbox button to open the guide.
- Highlight the game, but don’t select it, and then press the Menu button.
- Select Quit, and then relaunch the game. After launching the game, check your in-game wallet.

If it’s been 24 hours since you’ve done the above, and you’re still not seeing your in-game currency contact the game publisher. If the game was published by Microsoft, contact aka.ms/contactxboxsupport "

Source - https://support.xbox.com/help/games-apps/my-games-apps/view-downloadable-content

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• Should you prefer to request a refund, you can submit a request at:
http://www.xbox.com/refunds

To do so:

- Sign in to the account you used for this purchase.
- Select the order from the list of refundable items
- Click the green "Request a refund" button.

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Please let me know if you have any questions, I'd be happy to help.
Best regards.