01
Check exactly the result you bought
For a crystal package, check the Genesis Crystal balance, not just Primogems. For Welkin Moon, check the remaining duration and daily reward status. If you already had Welkin Moon, the relevant change may be an extension of its duration.
Compare the order information with your expectations: product name, quantity and recipient. If there is a photo before the purchase, it will help distinguish the lack of issuance from the subsequent expenditure of currency.
| Purchase | Where to look for results | Frequent confusion |
|---|---|---|
| Crystal Pack | Genesis Crystal balance | Only Primogems are checked |
| First Welkin Moon purchase | Deadline, crystals and daily reward | Waiting for the whole month at once |
| Welkin Moon renewal | Remaining days | Waiting for doubling of daily output |
02
Separate payment and order verification
See if the transaction has been completed at the bank or payment service. Then check the status of that particular order. If the payment is successful and the order is still pending payment, please save the receipt and give it to the seller for matching.
If the order is still being processed, be guided by the deadline and messages in its interface. For direct purchases, HoYoverse recommends allowing for a possible delay of up to 24 hours, but this is not Unlimit's universal delivery time frame and is not a reason to delay contacting if there is incorrect information or an obvious error.
03
Check UID, server and login method
Compare the UID from the order with the number in the lower right corner of the game screen. Then check the server. If multiple devices are used, make sure the same character is open with the same progress.
Logging in via a third-party service and logging in via email may result in different accounts if they are not linked. Don't create a new link at random for the sake of searching for a purchase. First, determine which profile is specified in the order.
04
PlayStation: why the old advice about a separate balance is outdated
HoYoverse changed this rule in version 5.8: crystals are now shared across PlayStation and other platforms. The advice that “purchases on a phone are always invisible on PS5” is therefore no longer a valid general explanation for a delay.
To access the same progress on different platforms, it is still important to link your accounts correctly. However, a specific seller may have its own restrictions on the top-up method. The common currency rule does not replace checking the conditions of the selected item.
Platform rule checked against HoYoverse on October 13, 2026; source is listed below.
05
Update the client and collect the request
Restart the game and open the desired Currency or Moon screen again. If there is no result, make one request with the order number, payment time, UID, server and payment confirmation. Attach a snapshot of the current state and the exact text of the error, if any.
To purchase Unlimit, contact Unlimit support. By direct order from HoYoverse - in official support of the game; by order from another store - to this seller. Do not give passwords or login codes to a person who promises to manually “activate” the currency you have already paid for.
Product and order number.
Date and time of payment with time zone.
Successful payment receipt.
UID and server from the order and from the game.
Snapshot of crystal balance or Welkin Moon duration.