The money was taken, but the purchase is still missing? Everything’s fine; we always make sure you get what you paid for. If you ever face this issue, contact us via the Support button and provide us with a screenshot of the bill.

Here are some more tips to help get a quicker resolution:

Android
A Google order number. You can find the Google Order number in your Google Wallet: Android purchase confirmation.
iOS
We trust our passengers unconditionally, but it would be much easier to find out what happened if you were to provide us with a screenshot of your bill. You can learn how to take it here.
Once we receive this information, our most experienced developers, elves, and wizards will do their best to solve the issue.