Before changing devices, make sure you can sign in using your existing account method. Save the order reference and note the last completed action.
After opening the app, find that same order before repeating a payment or submitting another request. A different screen layout can hide a familiar action; it does not mean your earlier purchase disappeared. Use the mobile website to compare access if one screen fails to load.
Resume an existing purchase before exploring the app
Start with an order you can already identify. Check that its selected goods, quantity and latest recorded state agree with your earlier notes. A different balance alone is not enough to identify the account: look for the actual order reference. If the purchase is missing, confirm how you signed in before creating a new order or depositing money.
Separate a display problem from a transaction problem. If a payment screen closed, inspect the order and payment record rather than pressing the payment button again immediately. Record the currency and amount of any debit so support can reconcile the same operation. A refreshed screen can show what the system currently records; it cannot by itself explain an unexplained bank debit.
Keep a workable fallback
Save the item reference and the question you need answered outside an unfinished screen. Then try the same account action in a normal browser, where available. This comparison helps distinguish an app-only failure from a wider access problem. It is not a reason to share your password, one-time code or payment approval with someone offering to repair the app. Use account recovery for access problems and payment help for money that has already moved.
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