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
@MeyerLinda Hi and welcome, As far as i am aware .king on accepts 3rd party payments so you will need to speak to whoever you trying to make your payment through, i.e google play / microsoft store / paypal etc..
I could see in our system that you play via the W10 app on a Windows PC, is that correct?
In this case the purchases are handled by Microsoft and your Microsoft account. Please contact Microsoft Support for help with the payment method and purchases.
I can purchase anything with the debit cards I have on the account -- what I can't do is add a new prepaid debit card to the account - I think it is a mircrosoft problem.
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Hii....@MeyerLinda Welcome here 🎉🎉
I tag @kiara_wael and @Freddy_Falkner for your help.
Keep playing and happy crushing🥰🥰
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0 · Helpful Woah! Sweet Love Hahahttps://community.king.com/en/candy-crush-saga/discussion/256652/did-something-go-wrong-with-your-purchase/p1 Go to the Purchase problems link to solve your problem
Don't let your happiness depend on something you may lose 💔
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0 · Helpful Woah! Sweet Love HahaHi dear welcome to our community
Did something go wrong with your purchase?
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:
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 🤖
iPhone, iPad, iPod 🍏
Kindle Fire 🔥
Windows Phone & Windows 10 app 📱💻
Facebook 👍
King.com 👑
To request a refund for a King.com purchase, contact us here.
Look up your 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:
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.
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0 · Helpful Woah! Sweet Love Haha@MeyerLinda Hi and welcome, As far as i am aware .king on accepts 3rd party payments so you will need to speak to whoever you trying to make your payment through, i.e google play / microsoft store / paypal etc..
Hope this helps
A guide to help you locate the different areas in the community!
International Corner FR / ES / DE
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0 · Helpful Woah! Sweet Love HahaI can purchase anything with my debit cards but I need to load in a new debit it card and the system will not take it.
Thats the problem
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0 · Helpful Woah! Sweet Love Haha@MeyerLinda What are you trying to load it in to,? what site
A guide to help you locate the different areas in the community!
International Corner FR / ES / DE
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0 · Helpful Woah! Sweet Love HahaHi @MeyerLinda !
I could see in our system that you play via the W10 app on a Windows PC, is that correct?
In this case the purchases are handled by Microsoft and your Microsoft account. Please contact Microsoft Support for help with the payment method and purchases.
👬 Play Candy Crush Friends Saga 🐷 Play Farm Heroes Saga
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0 · Helpful Woah! Sweet Love HahaI can purchase anything with the debit cards I have on the account -- what I can't do is add a new prepaid debit card to the account - I think it is a mircrosoft problem.
- Report
0 · Helpful Woah! Sweet Love Haha@MeyerLinda Hi, as explained we cannot help you with this you will need to contact the microsoft store team
Thank you
A guide to help you locate the different areas in the community!
International Corner FR / ES / DE
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0 · Helpful Woah! Sweet Love Haha