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You did not receive your purchase? (Skin or other items)



  • eskarina
    eskarina Posts: 40 Level 2

    There was a Retro Coco deal for $2.99. I bought it. Didn’t receive it. Then immediately another deal with the same Retro Coco skin (but with some purple crystals included) popped up for $4.99.

    I sent in a report but I’m waiting for Apple to update the payment from pending so I can send in a screenshot.

    Will I still be able to get this skin since it’s on a time limit before the deal goes away?

  • [Deleted User]
    [Deleted User] Posts: 306 Level 2
    Answer ✓

    If you miss your purchase, we will help you around that! 🌟

    @eskarina - If you purchased an item in Crash Bandicoot: On the Run but haven't received it, our Player Support team will be happy to help. Simply Contact the Support to drop us an email and tell us more about what happened!

    **However if the team doesn't contact you and the ticket has been closed, it might be they are not see your problem, make sure to do another ticket for them so they will sent you a direct message to help you around that... Don't forget to mention your Player ID**

    Please make sure that you have a copy of the purchase receipt ready as we may need you to send that to us. Here are some resources to help you find your receipt:

    Where can I find my receipt on iOS?

    Here’s a guide from Apple that walks you through how to see your purchase history. You have a few options available to you – when you email us, please make sure to include a screenshot of your receipt.

    Where can I find my receipt on Android?

    Here’s a guide from Google that walks you through how to find your Google Store Charges and Receipts. When you email us, please make sure that the order reference code is visible in the screenshot. It looks like this: 'GPA.1234-1234-1234-12345’.

    Hope that helps, happy running!

    See you in Wumpa Island... 💗💓

  • eskarina
    eskarina Posts: 40 Level 2

    I have sent a picture of the receipt to support.

  • iReplenish
    iReplenish Posts: 47 Level 2

    I'm having the same issue, customer support is saying they're not receiving my emails when I try to send them screen shots.

    I also replied to [email protected]

    What did you do that finally worked?

    This is so frustrating.

  • iReplenish
    iReplenish Posts: 47 Level 2

    Hey did you really receive the skin you purchased or did they try to give you gems as compensation?

    I finally got through to customer support and they're telling me they can't give me the Kupuna-Wa Coco skin that I bought and that they can only compensate me with gems.

    They also said it's "impossible" to give a skin and that they can only give gems in these situations.

    So who is lying?

    Did you guys get your skin that you had bought or did they give you gems?

  • lilbentleytruck
    lilbentleytruck Posts: 23 Level 2

    @iReplenish Why would I lie lol. I got the skin and today they also sent me an email in Spanish and I also got 400 gems. I still have the skin so I don’t know what’s going on with this game

  • iReplenish
    iReplenish Posts: 47 Level 2

    @lilbentleytruck so they must be lying to me. I literally just spoke with TWO customer support agents and they are claiming it's "IMPOSSIBLE" to give someone a skin that they purchased if there was an issue and they never received it.

    I'm still stuck with no skin.

    I just want the Kupuna-Wa Coco skin for more trophies and customer support is flat out lying.

  • lilbentleytruck
    lilbentleytruck Posts: 23 Level 2

    You know I didn’t got an email from them. I just got into the game and randomly got this skin. The one guy on the forums also got the skin at the same time as I got so we are not lying. I guess there was some sort of delay between purchase and obtaining the skin. You might also receive it later but I’m not sure.

    At least you got crystals so you can buy it when it’s in the shop. But it’s not fair that I got a skin and 400 crystals and you only got crystals.

  • iReplenish
    iReplenish Posts: 47 Level 2

    @lilbentleytruck yeah I hope there's just a delay because this sucks. I'm not expecting anything though at this point I feel like I'm just not going to get it.

    I had already purchased the Crash Biker skin and even the Crash Retro skin with no issues at all!

    I don't feel like playing anymore because of all this. It's been a nightmare.

  • lilbentleytruck
    lilbentleytruck Posts: 23 Level 2

    Yeah I know man I’ve been literally through the same thing. I also bought retro coco but still didn’t receive it, maybe I’ll get it later.

    I also lost 130k steps, my clan trophies got reseted 2 time and all that stuff but still trynna find a joy in this game because It’s fun and enjoyable.

    I hope it gets better man inform me if something happens. I will still make posts here that you still don’t receive skins after buying them

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