Purchase NOT reflected in game

CandiceA

This morning I tried to purchase coins and it said my purchase was not completed and my account would not be charged.  I again tried and got the same message.  I then went to my bank account and found that I had been charged for BOTH purchases but my coins do not reflect this in my game.  I want either my money refunded for both purchases or I want my coins updated!  This is unacceptable!  I can send you proof from my bank account if needed!!!!

CandiceA

Actually I have just realized it is 3 purchases 2 for 24.99 and one for 13.99!!! Thats a lot of money I want this resolved immediately!

Crazy Cat Lad

Hi @CandiceA and welcome to our Community!

What device are you playing on? Android, iPhone? Or Facebook on computer?

Please let me know in this thread and also let me know your Game ID so I can help you out.

To find your Game ID and play on Facebook check here, on mobile or the Windows app like this. 

 

CandiceA

Thank you, I was playing Facebook on my computer, my Game ID is 1026346362

Crazy Cat Lad

Thanks!

I have now added the Gold Bars to your game plus 50 extra for all trouble.

If you have any further issues with purchases on Facebook, please report the issue directly on Facebook. Go to your purchase history on your Facebook account and dispute the purchase there. Check for more info here.

You can also email our Player Support and they will compensate you for the failed purchases. You can email them through this page. Remember to enter the same email address in the form as you use on your Facebook account to make sure they will find your game and purchase history.

CandiceA

Thank you soooo much for this!  I wasn't sure what to do and you have been very helpful!  Thank you again have a great day!

GwenCartwright

I had this exact same thing happen to me this morn at 10:47. The purchase was charged but message came from game it didn't go through and I would not be charged. I was charged and I still did not get my purchases.

Crazy Cat Lad

Hi @GwenCartwright! 

Please report the issue directly on Facebook so you get it refunded.

Go to your purchase history on your Facebook account and dispute the purchase there. Check for more info here.

DawnBeito

I purchased the special when you complete 4 hard levels for $2.99.  It charged my card 3 times for a total of $9.97 and I DID NOT EVEN get the items, nor did I want it!  I WANT MY MONEY BACK!  I have emailed you all twice and still have no reply and it has been a week! I WILL NEVER EVER purchase from you all again!!!!

Crazy Cat Lad

Hi @DawnBeito, Could you let me know what your Game ID is so I can check up what happened to your reply and refund from Player Support? 

If you play on Facebook check here and on mobile or the Windows app like this. 

Remember that if you play in and iPhone/ iPad you will need to ask for a refund directly from Apple/ iTunes. 

On Android devices you can also ask for a refund from Google Play Support.

If you play on Facebook you will need to dispute the purchases under your purchase history to get them refunded.