First: Try Restore Purchases
Most purchase issues are resolved immediately by restoring:
Open Lamplit
Go to Settings
Tap "Restore Purchases"
Wait a few seconds for the process to complete
This re-checks your Apple ID for all non-consumable purchases (puzzle packs, the one-time unlock) and re-activates them.
If Restore Didn't Help
The purchase is still "pending"
Some purchases require additional approval before they complete — for example, if Ask to Buy is enabled on a child's account, or if your payment method needs updating. Check your email for a confirmation from Apple, or open the App Store and look for any pending transactions.
Your payment method was declined
If Apple couldn't charge your payment method, the purchase won't complete. Go to Settings > [Your Name] > Payment & Shipping on your device to verify your payment method is current.
You're signed into a different Apple ID
Purchases are tied to the Apple ID that made them. If you've signed into a different Apple ID than the one you used to purchase, Restore Purchases won't find anything. Verify your Apple ID in Settings > [Your Name] on your device.
Family Sharing purchases
If someone in your family group purchased the one-time unlock or a puzzle pack, you should receive access automatically through Family Sharing. If it's not appearing:
Make sure Family Sharing is still active
Make sure the purchaser's sharing settings include App Store purchases
Try Restore Purchases again
See How Family Sharing Works for more details.
Consumable Purchases (Hints & Streak Shields)
Hint bundles and streak shields are consumable items. They are:
Not restorable — Restore Purchases only recovers non-consumable items
Not transferable — they exist only on the device where they were purchased
Applied immediately — if you purchased a hint bundle and your balance didn't increase, force-quit and reopen the app
If a consumable purchase was charged but never delivered, contact Apple Support to request a refund for that specific transaction.
Requesting a Refund from Apple
Lamplit does not process payments directly — all purchases go through the App Store. To request a refund:
Go to reportaproblem.apple.com
Sign in with the Apple ID that made the purchase
Find the Lamplit transaction and select "Request a refund"
Still Need Help?
If none of the above resolves the issue, contact us through the email listed in Settings > Help & Support. Include your Apple ID (email only — never share your password) and a description of what you purchased and when.