Please be sure to fill out the Character name and Order number fields when submitting your request.
Where is my order number?
You should have received your order number in your confirmation email. It is a long number, here is an example:
15794453143065756354.907656037896827 (We want the bold number).
If you don't have an email you are able to log into Google Checkout and obtain your order number.
But I made my purchase on an iOS device!
Unfortunately we are not allowed access to Apple's In-app order system so we are unable to assist with orders made through Apple. You can, however, contact Apple directly for assistance with your Platinum Order.