I made a purchase but did not receive my stuff - READ HERE on HOW TO PROCEED

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Comments

  • Carol_McBrideCarol_McBride Posts: 16 ✭✭
    Need to be able to earn gold bars
  • AlansmartAlansmart Posts: 1,301 Superstar
    Hello @tmeister and welcome to our community, Sometimes there might be issues when making an in-game purchase. Don’t worry, we can help you fix the problem!

    A purchase issue can be caused for very different reasons. In the lines below you can see different scenarios that might be triggering the problem in your transaction.

    Transactions are usually delivered instantly, but occasionally, it might take a bit longer.
    When there is a delay, the purchase is still being processed. There is no need to try purchasing the same item again - it should arrive soon.


    In the meantime please try the following troubleshooting steps:


    • Reboot your mobile device. Reboot your computer If you play on Facebook or King.com
    • Make sure the Internet connection is working correctly. If possible try another Internet connection – for instance from WiFi to mobile data
    • Make sure you are logged into your App Store with the same account with which you made your purchase


    After you do this, there is a good chance that you got your purchase through and complete.

    If you only received some of the items you purchased:

    Contact us here to help us get your missing items back.

    Pssst. Remember to use the email address associated with your game when filling the contact details! So we can locate you faster. 

    If you didn't receive any of the items you purchased. Then asking for a full refund would be your best choice. Select where you are playing on:

    Please notice that you must follow the below steps directly from the payment provider in order to receive a refund.


    Android

    • Open the receipt you have received from Google Play and tap "Report a problem"
    • If you don’t have the email receipt then use this direct link. Scroll down to Order History and click on Report a problem
    • Click here for more information. 
    • Follow the instructions given


    iOS

    • Use this link
    • Once you are logged in with your Apple ID click on Report a Problem and follow the onscreen steps
    • Click here for more information. 


    Kindle Fire

    • Use this link.
    • Once you are logged in with your Amazon ID click on Report a Problem and follow the onscreen steps
    • Click here for more information.


    Windows Phone & Windows 10 app

    • Use this link
    • Once you are logged in with your Windows ID click on Help with billing and follow the steps
    • If you prefer to chat directly with an agent please use this link.


    Facebook

    • Use this link.
    • Select the purchase and click on Dispute
    • Should you have further questions about your purchase then drop us a message here.


    King.com

    To request a refund for a King.com purchase, contact us here.     

    Look up your transaction ID:

    • Log into your King.com account
    • Click on Settings in the top right corner
    • Select Payments
    • Select Transaction history and look up the correct transaction ID.. I hope this helps you out, have a devine day and sweet time crushing.
    You can find out more about our Superstars here

    Keep calm and crush on  🍬🔨

                                     Alan Smart 🍁
  • AlejHerrBar2k3AlejHerrBar2k3 Posts: 465 ✭✭✭✭
    You mean that even if you chose to cancel a purchase, your bank still registered the purchase as "processed"? You should handle this with your bank.
    Alejandro Herrera Barboza, 15, from Costa Rica
    An Aspie with a strong passion for gaming and computing!
  • redhead0708redhead0708 Posts: 1
    Hello there (= 

    I made a purchase and never received it. I have restarted my phone I have followed all steps above and still nothing. I have my receipt and I was charged....not sure what else I can do.... can you help?
  • LJHLJH Posts: 0
    I bought 500 gold bars by mistake. Please refund it.
    GPA.3382-8417-1596-59810
  • JustPlayingJustPlaying Posts: 3,697 Superstar
    Hi @LJH ; Welcome to the Candy Crush Friends Community :)

    I'm sorry you're experiencing an issue with your purchase.

    We are unable to access purchase information in the community but you will be able to see the procedure and the right contact form here.

    Sorry for the inconvenience 
  • Joseph45Joseph45 Posts: 1,580 Legend
    edited December 2018
    Hello @LJH, and welcome to the sweetest community around! As @JustPlaying explained above, we cannot access payment information here in the community. However, I may be able to guide you in the right direction. To refund a purchase is simple. Just follow the instructions below, and let me know how that goes! 

    1. Open you Candy Candy Friends Saga game, and click on the settings icon in the bottom left corner of your screen!

    2. Access the Help Center by clicking in the bottom right corner of the settings menu (The icon should look like a blue question mark). 

    3. Scroll down to, and access the section of the Help Center titled, “Purchases and Gold Bars.”


    4. Open, read, and follow all instructions in the article titled “I have unauthorized purchases on my xxx account. 


    5. If this still does not solve your issue, click on the link at the bottom of the article that says “Contact Us.” Then full out the information necessary to endeavor and solve your problem. 

    I hope this helps you, and have a great week😁🍭
  • kcfrankcfran Posts: 2
    I purchased boosters and bars and have been charged but never received them. I did contact support several times but never get a response. What am I supposed to do? 
  • JustPlayingJustPlaying Posts: 3,697 Superstar
    Hi @kcfran
    I'm sorry you're experiencing an issue with your purchase.

    We are unable to access purchase information in the community but you will be able to see the procedure and the right contact form here. They are not open weekends so they will not be responding right away.  If after filling out the form they still do not get back to you by end of tomorrow let us know and we will try to follow up.
  • kcfrankcfran Posts: 2
    Thanks. I have sent several emails no one ever gets back.
  • boonannyboonanny Posts: 0
    I haven't received a lives since I started playing this game and level 135 :( :(
  • JustPlayingJustPlaying Posts: 3,697 Superstar
    Hi @boonanny Welcome to the Candy Crush Friends Community :)

    I'm sorry you are having trouble receiving lives. There are some issues going on and we are currently working on it. Unfortunately, there is no news for now, but I invite you to follow this  thread for more information on sending and receiving lives and future updates.
  • kcfrankcfran Posts: 2
    I purchased gold bars and never received them and was charged. Also there seems to be a glitch because now when I try to make another purchase it tells me this in app purchase has been bought already and it will be restored for free. I have filled out the form several times and no one gets back to me. What am I supposed to do now? This is very frustrating. 
  • JustPlayingJustPlaying Posts: 3,697 Superstar
    Hi @kcfran

    I will bring this up with the managers here as to why no response. Sorry for your issue. We will get back to you here.
  • QueenMiaQueenMia Posts: 4,319 Community Manager
    Hi @kcfran and welcome to the Community!

    Please have a look at the steps here that will help you get your purchase on track. You can also clear cache and cookies and update the latest version. 

    If all fails, please check this, scroll down and follow the steps to contact us :)

    I hope that helps! I wish you a very sweet holiday season!

    Welcome to the King Community!
    No account yet? Sign up here in 2 seconds!



    Candy Friends - Win Free boosters - Here
    Bubble Witch - Let us know what's your fav book and win 10 Gold bars - Here
    Bubble Witch - Give feedback to our Studio for a chance to win 10 Gold bars - Here

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