Sorry to hear you're having troubles restoring a previous purchase from Alto's Adventure. Although the game typically restores automatically sometimes things can go wrong and we'll need to do a little troubleshooting.
1. Make sure you're signed into the Google Play Store with the same account that you originally used to make the in-app purchase.
You can check the receipt that Google emailed you to confirm which account the purchase was made on. If you let me know which account you think the purchase was made from I can double-check on our side to confirm
2. Make sure you have a stable internet connection when you launch the game.
The game automatically looks for previous purchases when launched.
3. Force close the app and trying restarting it.
To force close the app, open System Settings → Applications → Alto → 'Force Stop' (Note: The menu options might be slightly different on your device). Alternatively, open the app switcher and swipe to fully close the application.
4. Power cycle (restart) your device
Generally you can restart the device by holding down the power button until options to power off or restart pop up.
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5. Try clearing the app cache
Go to System Settings → Applications → Alto → Storage → “Clear Cache” (do not "Clear data" or you may lose your progress). Then launch the game, you may need to sign into Google Play Games again.
6. If those steps do not resolve the issue, please uninstall the game and reinstall it from the Google Play Store.
You can uninstall the game by long-pressing on the game icon then dragging the icon to the “uninstall” location on the upper right hand corner of the screen (on some versions of Android). You can also uninstall by going to System Settings → Applications → Alto → Uninstall. Then head back to the Play Store to re-install the game.
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