A game publisher may ask about earlier purchases when recovering a lost account. A matching order can help distinguish the owner from someone who only knows a display name. That does not mean support needs your store password, one-time code, full card number or an unedited bank statement.
Confirm that the request is really from support
Start the case through the help button inside the official game, the developer website linked by its store listing, or the platform’s official support site. Do not continue a recovery conversation that began in a social-media direct message, voice call or reply under a public post.
Check the case number and domain. A genuine-looking logo or sender name can be copied. If a message asks you to move to a private chat, install remote-control software or read out a login code, stop and reopen the case through the official route.
Find the order in the official history
Google says Play purchases appear under Payments & subscriptions > Budget & history in the Play Store, or under Budget & Order history on play.google.com. Google also sends purchase details to the Google Account used for the transaction.
Apple’s current iPhone guide places history under the App Store account area, then Apps & Purchase History > Purchase History. It can be filtered by date, cost, type or family member. Use these signed-in histories instead of searching an email inbox from an unknown link.
Send the minimum evidence requested
- Prefer the order ID, product name, purchase date and amount when those fields are sufficient.
- If support explicitly needs an image, crop it to the relevant order and the fields named in the ticket.
- Hide unrelated orders, home address, full email address and payment details unless the verified support form clearly requires a specific field.
- Never reveal a password, OTP, recovery key, card CVV, full card number or authenticator backup code.
- Upload evidence only through the verified case form or in-game support channel.
Do not alter the order ID or amount; redaction should remove unrelated private information, not change evidence. Keep the original receipt privately in case support asks for a clearer copy through the same verified case.
A bank statement is not the same as a store receipt
A bank or e-wallet statement may show a merchant and amount but not the game account, item or platform order ID. It can also expose unrelated transactions and financial identifiers. Start with the official store history. If support says a bank record is necessary, ask which exact line and fields are required before sharing anything.
Check that the receipt belongs to the right account
Family sharing, multiple Google Accounts or several Apple Accounts can make a real purchase appear under a different profile. Compare the game, date, amount and signed-in store account. Do not send someone else’s receipt or buy a receipt from an account seller; it can lead to a failed recovery or ownership dispute.
Metacore, for example, says lost-account requests may include the Player ID, approximate level, last device, account name and whether purchases were made. That is a useful model: support should ask for specific ownership signals, not unrestricted access to your device or email.
After submitting evidence
Save the ticket number, keep the old device unchanged if possible and wait through the stated support window. Do not open duplicate cases with conflicting information. If you exposed a password or code to an unverified person, secure the primary email and platform account immediately, review active sessions and change reused passwords.
For preparation before a phone move, use our game progress transfer checklist. It is safer to record a non-secret player ID and verify account binding before a problem occurs.
Editorial review: 30 September 2026. Store menus and publisher evidence requirements can change; follow the current official support request and disclose only what is necessary.