Short answer
Sometimes Apple App Store or Google Play charges the payment first, and the purchase confirmation reaches RetouchMe with a delay. Your money may already be withdrawn while credits, subscription access, or your order don't appear in the app yet.
In most cases this resolves within a few minutes.
What's happening
When you make a purchase, the flow is:
You complete the payment in App Store or Google Play.
The store charges your payment method.
The store sends a purchase confirmation to RetouchMe.
RetouchMe adds credits, activates your subscription, or creates the order.
Sometimes step 3 is delayed by network conditions, store sync, or a temporary backend issue. During that gap the charge already appears on your statement, but the entitlement is not visible in the app yet.
What to do
Wait a few minutes and keep the app open.
Make sure you have a stable internet connection.
Restart the app.
Open Settings → Restore Purchases — this asks Apple or Google to re-send the confirmation.
If the purchase still does not appear, contact support and include:
A screenshot of the charge
Your purchase receipt from Apple or Google
The date and amount of the payment
Where you see what
The charge is visible in App Store or Google Play purchase history (and on your bank statement).
Credits, subscription access, and orders are visible inside the RetouchMe app.
Until step 3 above completes, the charge may exist in one place while the entitlement is missing in the other.
Related articles
If credits specifically did not appear: Why didn't I receive credits after payment?
If an order specifically was not created: I was charged, but no order was created
For restoring purchases after reinstall or device change: How to Restore Purchases
Frequently Asked Questions
How long does the delay usually last?
Most cases resolve within a few minutes. If nothing changes after restarting the app and using Restore Purchases, contact support.
Will I be charged twice if I retry the payment?
Apple and Google won't charge you twice for the same purchase. You may see one completed charge and a second pending attempt that resolves on its own.
Can support manually grant my credits, subscription, or order?
No. RetouchMe relies on the store's confirmation. Support can verify your charge against your receipt and confirm whether the purchase has reached the app.
Where do I find my Apple or Google receipt?
On Apple — open the App Store, tap your profile, then open Purchase History. On Android — open Google Play, go to Account → Order history.