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🛒❌ Did something go wrong with your purchase?

CommunityTeam
CommunityTeam Posts: 1,984 System
edited April 2022 in Support

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, but there are ways to correct it!

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 via the Windows app
  • 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 didn't receive any of the items you purchased. Then asking for a full refund would be your best choice. Select the platform where you are playing on here below.

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

🍏 iPhone, iPad, iPod 

  • 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 app

  • Use this link. 
  • Once you are logged in to your Microsoft account, click on Help with billing and follow the steps
  • For more help and information on refunds, click here

👍 Facebook 

  • Use this link.
  • Select the purchase and click on Dispute
  • Should you have further questions about your purchase then please visit Facebook support here


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

Or did you only receive some of the items you purchased?

Having issues getting a refund from the platform?

Then, please email our Player Support about the issue so they can add the missing items to your game!

On mobile and the Windows app, head over to the Settings in the game and Help Center (the question mark below). Choose a topic and any of the FAQ:s. You'll then find the 'Contact us' in the bottom of the article:


Please remember to choose 'Problems with purchases' for a swift reply and quick solution! 

If you play on the Facebook, please send the email from here instead. Pssst... Remember to use the email address associated with your Facebook account when filling the contact details so we can locate you faster. 


Still need some help?

If you still need help with getting a purchase corrected, please let us know.
Comment here below with what you need help with so we can give you further directions and help you out!


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