Premium ticket

Question

Hello. Even though my credit card has been charged for the premium ticket, it still shows as locked. Furthermore, when I try to purchase it again, it says I already have the product. Please help.

Kevin_ · Answer

Hi @SRDR_NVRZ, I am sorry to hear that you are having trouble with the locked Pass and the error received.

Could you please follow the below steps to try to help with the error:

* Close all apps and restart your device:* You may need to tap Restart > Restart.

* Check and update your Android version and the game app
* Temporarily free up space by clearing app's cache. This is a short-term solution. Over time, cached data will build up again. To clear cache, please go to Settings > Apps > Candy Crush Solitaire > Storage >"Clear cache" *ONLY*
* Make sure that you have sufficient memory on your device. We recommend having at least 2GB free - to check this see this link

Check out the following Google Support pages with useful information on how to fix different device and apps issues.

This next step is really important: I need you to log out from your Google Account in your Google Play Store.

* Go to Settings
* Tap on Account

- If instead of that, you see an option Account and something, tap on that, and then tap in Account again

* Tap on all your Google accounts
* Tap on Remove Account

That will not delete your account, it will only erase it from your device.

When you do that, would you be so kind as to

* Restart your device
* Log back into your account in Google Play Store.
* Update your game. You can check if yours is the latest version by going to the app page in the store you downloaded it from.
* Log back into your Facebook/King account in the game.

If you continue to have issues with the Pass purchase and the error, please check out our Help Center + chat bot. By choosing the Chat With Us, you can reach out to Player Support to obtain help with your issue ensuring that your receive a reply as soon as possible.

However if you have any issues getting an answer do not hesitate to let me know. Have a nice day!