---
title: "Issues with a purchase"
description: "Issues with a purchase"
url: https://support.goalunited.org/en/articles/138-issues-with-a-purchase
collection: "STARS & Premium"
updated: 2026-11-01
language: en
alternates: [tr, de, fr, pl, it, es]
---

# Issues with a purchase

Issues with a purchase

Unfortunately, it is not always possible to prevent technical issues with a STARS purchase. If you have any issues with a GU STARS purchase that cannot be solved with the use of this help section, please contact support, we will try to help you as soon as possible.

## **Reporting a purchase issue**

To create a support ticket, [start chatting with the AI assistant](https://support.goalunited.org/) and ask for guidance with the ticket.

> **Tip:** To speed up the process, please provide the following information with your request:
> \- Username
> \- affected game
> \- date of payment (day, hour)
> \- payment method (credit card, bank transfer, PayPal,...)
> \- payment details (e.g. Paypal: transaction number)
> \- affected receipts or statements as screenshots, pdf, scan

> **Warning:** **Important!**
>
> Some GU STARS offers in the STARS Shop include additional content, such as extra packs, cards, or bonus GU STARS. Please note that these special offers are usually limited to **2 or 3 purchases per account**.
>
> To avoid potential issues with receiving the additional content, we recommend waiting a little while between purchases. After each purchase, please relaunch the game in incognito mode and check whether the offer is still displayed before making another purchase.

## **Direct Debit or Credit card transaction declined**

If a payment with a direct debit or credit card is rejected, one of the following might be the reason:

-   If a direct debit for your account is reversed, the payment service provider will automatically forward the reversal notice. As soon as it is received, your account will be automatically suspended. At the same time, you will receive a notification with all the details regarding the outstanding balance and the available payment options.
    
-   You may have entered the wrong information more than 3 times.
    
-   Only one transaction with direct debit and credit card is allowed within 48 hours.
    
-   The system of our provider sometimes refuses certain data. 
    
-   Some credit cards are blocked from online purchases. You might be able to unblock the payment by contacting your bank or credit card issuer.
    

[What are GU STARS?](https://support.goalunited.org/articles/136)