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

QueenMiaQueenMia Posts: 4,794 Community Manager
edited June 21 in Support

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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 


Did you receive the purchase but you couldn’t use it?

Contact us here and tell us what went wrong exactly and we’ll help you out.

Here are some examples of possible sticky situations:

  • You bought Gold Bars to finish a level but you didn’t receive the extra moves.
  • The game crashed or reloaded after your purchase.


Don't worry! We can help you find the solution to your purchase issues. If you can't seem to solve it. Don't hesitate in contacting us here.



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Comments

  • Zashna_001Zashna_001 Posts: 4
    Hi there,

    My son was playing around with my phone and mistakenly purchased gold bars worth $15. I could go for a refund but will just keep them instead. However, the above mentioned gold bars have yet to show up on my candy crush account and the money has already been deducted from my card. This delay has never happened before. I've purchased gold bars numerous times in the past. They've always shown up almost immediately. Please help as this is quite an expensive purchase for me. 

    Thanks and look forward to hearing from the team very soon. 


  • QueenMiaQueenMia Posts: 4,794 Community Manager
    Hello @Zashna_001 and warm welcome to the Community!

    I am sorry that the transaction hasn't been done yet. There can be delays on the purchase sometimes but worry not! Follow the steps from our FAQ here and you'll get your Gold bars ;)  

    Let us know how that goes! And if you have some spare time (like just a few seconds) you can try your luck to win a gigantic & sweet Candy Surprise here. Good luck! 

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



    Candy Crush Friends - Win Gold bars - Here
    Bubble Witch - Win Gold bars - Here

    Join our Superstar Summer Contest here - Fun and Gold bars guaranteed 🍒

  • Zashna_001Zashna_001 Posts: 4
    Hi @QueenMia ,

    Thank you for your prompt reply. Unfortunately the steps you mentioned did not work for me. 

    And Google does not offer refunds for most in app purchases, which in itself is a long and tedious process. 

    Would you happen to have any other suggestions or solutions on how I can get these gold bars that have been purchased?  

    Many thanks  
  • i bought the 9.99 bundle and the only thing it gave me was the 50 Gold bars. I didn’t receive any of the other things it offers! I spend a lot of money with this game and I am highly disappointed!!
  • krfisherkrfisher Posts: 0
    edited December 2018
    I just purrchased the $9.99 set and only received my gold bars. Where is the rest of the stuff that comes with the package. This has happened twice before to me but it was refunded back to my account, however this time it hasn’t. Very disappointed, I want what I pay for. 
  • VeereshVeeresh Posts: 486 ✭✭✭✭
    edited December 2018
    Hello @krfisher and Welcome to the community. I'm sorry that you didn't get all the stuff after paying the amount. Since you recd the refund twice earlier you are well aware of the procedure. I'm assuming you have taken the same steps and what reply did you get this time. You can resend the complaint to Google pay along with payment details. Hope your issue is resolved at the earliest and you get your money back. Have a great day and happy crushing in the meantime. .......
  • VeereshVeeresh Posts: 486 ✭✭✭✭
    Hello @CailynSmith21 and Welcome to the community.
    I think there is some error with this package as 3 other players have mentioned the same problem. All of them have recd the Gold bars but no other stuff. Pls contact Google pay and provide your payment details and ask for the refund. Stay calm and happy crushing.
  • QueenMiaQueenMia Posts: 4,794 Community Manager
    Hello @krfisher and thanks for posting!

    Worry not, you'll get what you paid for in no time, simply follow the steps here and if that does not help, use the contact form at the end of the thread. 

    Have the sweetest day! 

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



    Candy Crush Friends - Win Gold bars - Here
    Bubble Witch - Win Gold bars - Here

    Join our Superstar Summer Contest here - Fun and Gold bars guaranteed 🍒

  • elijahelijah Posts: 0
    I bought 12 gold bars for 3,49. The money has been taking from my bank but i didn't get the gold bars
  • QueenMiaQueenMia Posts: 4,794 Community Manager
    Hello @elijah and welcome to the Community! Please follow the steps here if you had a problem with your purchase. Thanks and have the sweetest weekend :) 

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



    Candy Crush Friends - Win Gold bars - Here
    Bubble Witch - Win Gold bars - Here

    Join our Superstar Summer Contest here - Fun and Gold bars guaranteed 🍒

  • QueenMiaQueenMia Posts: 4,794 Community Manager
    Hi @Zashna_001 - Then in this case, please contact the Support directly. The link to the Support is provided at the bottom of the link I gave you, here. One of our support agent will help you retrieve your items. 

    Let me know how that goes and have a sweet weekend :) 

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



    Candy Crush Friends - Win Gold bars - Here
    Bubble Witch - Win Gold bars - Here

    Join our Superstar Summer Contest here - Fun and Gold bars guaranteed 🍒

  • jules7393jules7393 Posts: 0
    I have bought gold bars to help me finish a level in candy crush soda saga, twice now there has been an error message after the purchase which means I have to reload the game and start the level again which defeats the object of buying gold bars to finish the level.  Not impressed with this, how do i resolve the problem please? 
  • firebombmarkusfirebombmarkus Posts: 7,179 Superstar
    Hi, @jules7393 Welcome to our Community! Please follow this link and try to find a solution for your purchasing problem https://community.king.com/en/candy-crush-friends-saga/discussion/246162/something-wrong-with-your-purchase/p1?new=1

    If you don't find a solution to your problem, please let me know so we can forward it to Community Managers.

    I really hope this helps. Have a great day! 🤗
    You can find out more about our Superstars here

    The only way outside is inside. Namaste 🙏🏻
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  • nrseconrseco Posts: 0
    i purchased the tasty bundle and only received 239 bars instead of 250.  Plus there should have been a bonus for 13.
  • JustPlayingJustPlaying Posts: 3,886 Superstar
    Hi @nrseco

    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 will be able to see what is going on and fix it for you. :)

    Sorry for the inconvenience 
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