--- title: "Gold Purchases: Missing Gold, Refunds and Prices" description: "What to do if Gold doesn't arrive, when refunds are possible, and why prices can differ" url: https://support.travian.com/ru/articles/239-gold-purchases-missing-gold-refunds-and-prices collection: "Заработок золота" updated: 2026-11-03 language: ru alternates: [en] --- # Gold Purchases: Missing Gold, Refunds and Prices What to do if Gold doesn't arrive, when refunds are possible, and why prices can differ This article helps if Gold you bought didn't arrive, if you want a refund, or if a price looks different from what you expected. If your payment was declined or the payment window doesn't open, see [Payment Issues](https://support.travian.com/articles/114) and [Cannot Start Purchase](https://support.travian.com/articles/113). * * * ## I paid, but the Gold didn't arrive If money was taken but no Gold arrived, the purchase usually failed and the payment provider didn't pass the money on to the game, so the Gold can't be added. The amount is normally **returned automatically**, though this can take a few days. If it isn't returned, contact your payment provider. ### Bought through Apple (App Store) Apple handles App Store purchases itself, and Travian Support can't see or credit Apple orders. Use the **Report a Problem** link on your Apple receipt to ask Apple for a refund. When the refund is done, you can buy again in the shop. ### Bought through Google Play You'll find the **Google order number** in the payment confirmation from Google. Include it when you contact Customer Service. ### Paid with Multibanco Contact Multibanco support at **support@smart2pay.com** with a scan or screenshot of the receipt and the **Merchant transaction ID**. If the payment went through, the Gold is credited. If it didn't, the payment is refunded. * * * ## Refunds You can ask for a refund of a Gold purchase if: - you contact Customer Service **within 14 days** of the purchase, and - your avatar still has **at least as much Gold as that purchase gave you**, meaning the Gold hasn't been spent. Send proof of payment from your bank or payment provider showing a **completed** transaction (not pending), with the date, time, amount and transaction ID. For bank or card payments, the reference starts with **TRAVIANL-**. For PayPal, send the PayPal invoice. If the refund is approved, it can take up to **14 days** to reach your account, and the Gold is removed from your avatar. - **Apple purchases can't be refunded** by Travian. If eligible, Gold from an Apple order can be transferred to another avatar instead, but only if the whole package is unused. - Gold you've already spent, for example on production bonuses, can't be refunded. Customer Service usually can't remove a single bonus. Bonuses bought in bulk or extended by mistake can sometimes be removed, but there's no guarantee, so contact Customer Service quickly. - Separate purchases **can't be combined** into a bigger package afterwards. * * * ## Why prices can be different - **App vs. browser:** base prices are the same everywhere, but the App Store and Google Play add their own fees and taxes. That can change the final price, or the amount of Gold you get. Buying in the browser usually gives you more for your money. - **Apple charged a different amount:** the extra fees and taxes go to Apple, not Travian. Ask Apple Support to explain the difference using **Report a Problem** on your Apple receipt. * * * ## Promotions and vouchers - Gold promotions are a surprise. They aren't announced in advance, and Customer Service can't tell you when the next one starts. A **20% or 30% discount icon** in the shop shows that a promotion is active. - A promotion bonus only applies if you meet all its conditions during the promotion. It can't be added afterwards to a purchase made before or after it. - Gold vouchers have an **expiry date** and can't be redeemed after it. Promotional Pix references or keys only work while the promotion is running. * * * ## Sitters and Gold - The avatar owner decides whether a sitter can spend and buy Gold. It's a single setting: a sitter who can spend Gold can also buy it. - If a sitter bought Gold for your avatar by mistake, **don't spend it**. If it's still unused, it can be moved to the sitter's avatar. The sitter has to contact Customer Service directly with a screenshot of the transaction from their payment provider. * * * ## Free Gold - **Starting Gold:** you get 30 Gold at the start. The other 100 Gold is a task reward: open the **Taskmaster** and complete the task that opens the Gold Store. - **Surveys:** the 20 Gold reward is added two weeks after the survey starts, and the survey itself shows the date. If a survey says you've already taken part when you haven't, open it in a private (incognito) window. * * * ## Good to know - There's no log of how much Gold you've **spent**, and Customer Service can't provide one. Your order history in the shop shows what you **bought**. - Travian Plus lasts **7 days** on x1 game worlds and **3 days** on faster ones. If it seems to be missing, it may have just ended. Renew it in the Gold shop under **Advantages**, where you can also turn on **extend automatically**. - You can't buy resources with Gold. Use the Marketplace, the NPC Merchant or a production bonus instead. - Cryptocurrency isn't accepted. - Customer Service can't activate the Gold Club, or get around government restrictions on buying Gold. * * * **Related:** [Payment Issues](https://support.travian.com/articles/114), [Cannot Start Purchase](https://support.travian.com/articles/113), [Travian Plus / Gold Features / Gold Club](https://support.travian.com/articles/126)