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Did something go wrong with your purchase?

Crazy Cat LadCrazy Cat Lad Posts: 6,572 Community Manager
edited April 15 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. 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, email Player Support about the issue so they can add the missing items to your game. 

On a mobile device and in the Windows app, go to the Settings and Help Center. Choose a topic and you'll find the 'Contact us' in the bottom of the page and send an email to Player Support from there.

If you play on the Facebook or King.com websites, send the email from here to help us get your missing items back. Pssst... Remember to use the email address associated with your Facebook or King account 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

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 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?

Email Player Support so they can check up what happened and compensate you for the issue.

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.
  • The level didn't work correctly and the purchased Boosters got wasted. 

On a mobile device and in the Windows app, send an email directly from the game's Settings and Help Center. 

If you play on the Facebook or King.com websites, contact us here and tell us what went wrong and we’ll help you out.


This discussion has been closed.