It could be for different reasons, maybe there’s an issue with your account or payment.
One of the things you can do is contact us through our Help center, here you can start the issue and we will work as fast as we can on it.

Keep in mind that you’ll need to send us the evidence and the receipt to check the information, internally we will check if it’s true that you didn’t get it, so be calm that we will check all the information and transactions or items you have received or used.

Also, if you don’t feel comfortable with the process, you can always ask for a refund if you didn’t get the items, but it has to be done via the App Store or the Play Store.