Purchase error

Question

I purchased my piggy bank, but it did not award the credit . It took the money from Google play.  I got error messages.  This happened yesterday as well.

Alex_The_Witch · Answer

Hey there @ericsmom . I hope you're doing well.

I'm sorry to hear you're facing this purchase error that sometimes happens with Android players.

The steps I'll be leaving below have been known to fix the issue, but for purchases where you've been charged and still haven't received the items you've paid for, it's always best to reach directly to our player support team, as they can check your account and transactions, and then compensate you with any items you may be missing. You can reach out here:

https://community.king.com/en/Mod-corner/discussion/369398/how-to-contact-player-support-from-the-game-to-report-an-issue

With that said, here are the troubleshooting steps you can try:

* 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 > {{ticket.brand.name}} > 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
* If possible, log out from your account in the game.

Now, this next step is really important: I need you to log out from your Google Account:

* Access your Google Play Store 
* Select your Profile picture in the top right corner 
* Tap on the account currently sign in or tap on the triangle icon next to it.  
* Tap on Manage accounts on this device
* Select the desired Google account and tap on Remove Account

That will not delete your account, it will only erase it from your device which you can then easily re-add later from this screen.

After you do that, would you be so kind as to:

* Restart your device (turn it off for a few seconds and then back on) 
* Log back into your account in Google Play Store by following the above steps but this time adding your Google account back. 
* Update your game. You can check if yours is the latest version by searching for the game app in the Play Store. 
* Log back into your Facebook/King account in the game.

Thank you in advance for following the steps, in case you decide to try them and I hope it helps. Have a great day.