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

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  • dunlea25dunlea25 Posts: 2
    i bought two bundles this week and didn’t receive the hour play time on either. I read the answer below but I do not have a blue ? Only the orange one that tells you how to play the game 
  • dunlea25dunlea25 Posts: 2
    I bought two bundles this week and I didn’t receive the hour play time on either. I read the answer below and I don’t have a blue ? Only the orange one that tells you how to play the game. 
  • Joseph45Joseph45 Posts: 1,589 Legend
    Hello, @dunlea25, and welcome to the community! I’m sorry that you are experiencing an issue with your purchase. We cannot access payment information here in the community, but you can check out King’s article in the in-game Help Center about this matter. You can access the article by following the instructions below: 
    1. Open your Candy Crush Friends Saga game and tap the icon of the cogwheel in the bottom left corner of the screen. 
    2. Click on the blue question mark to access the Help Center. 
    3. Scroll down to the section of the Help Center titled “Purchases and Gold Bars.” 
    4. Locate and select the article titled “I purchased an item on my device but haven’t received it.” 
    5. Read and follow all instructions in the article to see if this solves your problem. 

    I hope I was of assistance, and have a wonderful day!


  • JustPlayingJustPlaying Posts: 4,015 Superstar
    Hi @dunlea25

    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 
  • I purchased the sweet bundle for 19.99, but only received the gold bars
  • Joseph45Joseph45 Posts: 1,589 Legend
    Hello @kellynicole1212, and welcome to to the community! I’m sorry you are experiencing issues with your purchase. Since payments involve sensitive data, we cannot access such information here in the community. There are 1 of 2 options you could try:
    1. First and foremost, try to contact King Customer Care regarding the matter to see if you can get your lost items retrieved. To do this is simple and can be done from your device: 

    1. Open your Candy Crush Friends Saga game and tap the blue cogwheel to access the setting menu. 

    2. Then click the blue question mark to access the Help Center. 

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

    4. Locate and select the article titled “I purchased an item on my device but haven’t received it”

    5. Read through this and then click “Contact Us,” and fill out all appropriate details to address your issue. 

    If following the above steps don’t work, the other option you could try would be to see if you can get a full refund for you purchase. To do this, open the receipt in your email or purchase history and tap “Report a Problem.” 

    I hope this was of help to you, and have a wonderful day! 


  • angief67angief67 Posts: 4
    Hey can anyone please help me!!!
    I purchased on the 29th Dec 2017 and I dont often buy these packs but thought I would treat myself
    Anyhow all up I had 154 cold bars which I thought Ill only use if I need to buy extra moves
    Today I only have 14 gold bars and I swear not I or anyone else has used them!!
    I know its first world problems but I want my 140 bars that have gone back!! :(
    is that possible??
  • ElsaElsa Posts: 19,359 Superstar
    Hi @angief67, what game is this for because I responded to you yesterday in another game community.  Just checked and you posted your other message in Candy Crush Soda Saga.  I'll paste below what I wrote in your other message.

    You should never lose gold bars!  I am going to ask you to please complete this contact form:  https://soporto.king.com/contact

    They can manually go into your account to see what happened with the gold bars.  You should get an email from them along with a ticket number.  I wouldn't expect an answer from them until at least Wednesday because of the holidays.   If you don't get an email by Friday morning, please follow up with me here and I can have the Community Manager follow up from his end.

  • angeltrejo2995angeltrejo2995 Posts: 1
    I made a purchase a few days again and still have not received the item I purchased. Please help TY 
  • firebombmarkusfirebombmarkus Posts: 7,645 Superstar
    edited January 1
    Hi @angeltrejo2995 and welcome to our Community 😊 You can read about this here https://community.king.com/en/candy-crush-friends-saga/discussion/246162/something-wrong-with-your-purchase/p1?new=1
    Here you have a lot of information about purchase issues and you can choose the right option for you. I hope this helps. Happy New Year 🎅🏻🎄🎁
  • Honeybun8150Honeybun8150 Posts: 1
    I made 2 purchases and didnt recive the items

  • Joseph45Joseph45 Posts: 1,589 Legend
    edited January 3
    Hello @Honeybun8150, and welcome to the community! I’m sorry you’re having issues with your purchase. However, following the steps below may assist you in getting your lost items back. 

    1. Open your Candy Crush Friends Saga game and tap the blue cogwheel in lower left hand corner to access the settings menu. 

    2. Tap the icon of the blue question mark to access King’s in-game Help Center.

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

    4. Locate, read, and follow all instructions in the article titled “I purchased an item on my device but haven’t received it.” 

    If following the above steps steps do not solve your problem, your next best bet would be to see if you can get a refund for your purchase. Open the receipt in either your purchase history or email, and tap on something that states “Report a Problem” (this may vary depending on the device your using). I hope this helps you, and have a wonderful day! 


  • Kirsten_DeakinKirsten_Deakin Posts: 1
    this keeps happening. I have emailed all the info with screenshot of purchase. Can someone respond as soon as possible as I am getting a long flight in an hour and wanted to use these while flying 
  • hsohailkhsohailk Posts: 2
    Hi, I just purchased gold for $40 and I got an email for $52.97 took from my account but I didn’t get any gold or rewards? I supposed to get 250 gold plus 24 hours rewards. Please look. 
  • JJunghoyaJJunghoya Posts: 1
    In playing, i got a mistake by pushing purchase button and it is operated with named 'one click?' So it's already worked. Plz refund i payed maybe 1.5$
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