Didn't receive either of my purchases but I was charged for both of them.

Question

Why did I not receive my purchases when I was charged for both of them?

Racoon7 · Answer

Hi @Kymi_Lady_Beast_13 a warm welcome to the Community.

Sometimes this happens if there is an interruption with the internet connection. You will need to contact customer services and explain the problem. They may request proof of purchase. However, they should be able to help.

QueenB · Answer

https://community.king.com/en/candy-crush-saga/discussion/457849/didnt-receive-either-of-my-purchases-but-i-was-charged-for-both-of-them

Hi Kymi_Lady_Beast_13,

I'm sorry to hear that you didn't receive your purchases despite being charged. To resolve this issue, you will need to contact the payment provider (App Store or Google Play) you used for your purchases.

Here’s how you can reach out to them:

For iOS (Apple):

* Open iTunes: Go to the iTunes Store on your device.
* View Your Account: Click on your Apple ID at the top of the screen, then select "View Apple ID". You might need to sign in.
* Purchase History: Scroll down to find "Purchase History" and click on "See All".
* Find the Purchase: Locate the purchases in question.
* Report a Problem: Click on "Report a Problem" next to the purchase and follow the instructions to request help.

For Android (Google Play):

* Open Google Play: Go to the Google Play Store on your device.
* View Order History: Tap on the menu icon (three lines), then select "Account" and "Purchase History".
* Find the Purchase: Locate the purchases in question.
* Report a Problem: Tap on the purchase, then tap "Report a problem" and follow the instructions to request help.

If the payment provider confirms that the transaction was successful and you still don't see your purchases in the game, please contact our Player Support team for further assistance. Here’s how:

Contact Support:

* Open the game app and go to the settings menu (gear icon).
* Tap on the "?" and select the topic of the issue.
* Select the "Contact Us" option at the bottom of the page and provide details about the issue, including a screenshot if possible.

Thank you for your patience, and I hope this helps resolve the issue.