Has it been at least 24 hours since the time of your purchase?

No

It can take up to one day for Donuts to show up in your account from the time you bought them.

Be sure to check back after 24 hours to see if they’re still missing. Only then can our advisors jump in to help.

Yes

Before reaching out, you’ll need to have your proof of purchase ready.

All purchases made are through your device’s app store. If you’d like a refund, you can request one from the store directly:

• App Store
• Google Play Store
• Windows App Store

Tip: To avoid accidentally buying something using your Donuts, you can turn on Confirm Donut Spend in the Options menu. You’ll get asked to confirm each purchase before it’s processed.

ES-test

Sometimes your game needs to resync, or the item might have been added to your inventory.

If you’re missing items in TSTO, try the following:

• Visit a friend’s Springfield and then return to your Springfield.
• Check to see if the item is in your inventory.
  1. Tap the Build icon.
  2. Tap the Inventory icon (box icon in the lower-right corner).
     • Make sure you’re viewing your full inventory, not just sub-category inventories like buildings, decorations, or events.
• Try our other steps to find missing content. 

Sometimes characters are just hiding in another area or working on a task indoors. Make sure you visit each area and clear all finished tasks in your Springfield and KrustyLand.

Still missing? Check your inventory. Many characters are tied to the buildings that unlocked them. If you stored that building, your character will be missing in action. Place the building again and your character should reappear.

Find characters faster

1. Tap the Town Hall building.
2. Tap Go to view the Town Census.
3. Find your missing character.
4. Tap Go to.