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šŸ›’šŸ˜æ ļ»æDid something go wrong with your purchase?

Crazy Cat Lad
Crazy Cat Lad Posts: 14,124
edited April 2022 in Support

Sometimes there might be issues when making an in-game purchase.Ā 

Donā€™t worry, we can help you fix the problem!

A purchase issue can be caused for very different reasons, but there are ways to correct it!

TransactionsĀ 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 followingĀ troubleshootingĀ steps:

  • Reboot your mobile device. Reboot your computer If you play on Facebook or via the Windows app
  • Make sure the Internet connection is working correctly. If possible try another Internet connection ā€“ 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 yourĀ purchase through and complete.

If you didn't receive any of the items you purchased. Then asking for a full refund would be your best choice.

Select the platform where you are playing on here below.

Please notice that you must follow the below steps directly from the payment provider in order to receive a refund!

šŸ¤–Ā AndroidĀ 

  • Open the receipt you have received from Google Play and tap "Report a problem"
  • If you donā€™t have the email receipt then use thisĀ directĀ link.Ā Scroll down to Order History and click on Report a problem
  • ClickĀ hereĀ for more information.Ā 
  • Follow the instructions given

šŸĀ iPhone, iPad, iPodĀ 

  • UseĀ this link.Ā 
  • Once you are logged in with your Apple ID click on Report a Problem and follow the onscreen steps
  • ClickĀ hereĀ for more information

šŸ”„Ā Kindle FireĀ 

  • UseĀ thisĀ link.
  • Once you are logged in with your Amazon ID click on Report a Problem and follow the onscreen steps
  • ClickĀ hereĀ for more information

šŸ’»Ā Windows app

  • UseĀ this link.Ā 
  • Once you are logged in to your Microsoft account, click on Help with billing and follow the steps
  • For more help and information on refunds, clickĀ here

šŸ‘Ā FacebookĀ 

  • UseĀ this link.
  • Select the purchase and click on Dispute
  • Should you have further questions about your purchase then please visit Facebook support here

Did you receive the purchase but you couldnā€™t use it?

Or did you only receive some of the items you purchased?

Having issues getting a refund from the platform?

Then, please email our Player Support about the issue so they can add the missing items to your game!

On mobile and the Windows app, head over to the Settings in the game and Help Center. Choose a topic and any of the FAQ:s. You'll then find the 'Contact us' in the bottom of the article:

Please remember to choose 'Problems with purchases' for a swift reply and quick solution!Ā 

If you play on the Facebook, please send the email fromĀ hereĀ instead. Pssst... Remember to use the email address associated with your Facebook account when filling the contact details so we can locate you faster.Ā 

Still need some help?

If you still need help with getting a purchase corrected, please let us know.

Comment here below with what you need help with so we can give you further directions and help you out!

šŸˆļøĀ New to the Community? RegisterĀ HERE in just 2 seconds.

Comments

  • I am probably posting in the wrong place so. please forgive me as I am trying to navigate

    I was playing pet rescue today and I had tio use many of my tools to try and solve the pizzlz;.dudnt wiork.....then I used the heavy duty bomb and the puzzle was solved but the notice that failed the leve; came down.

    It was taken away so quickly that I could not even see why it failed. Please advise.

  • Oh I paid a lot of money on this game...wish you had a loyaltiy bonus program!!

  • Crazy Cat Lad
    Crazy Cat Lad Posts: 14,124

    @Cathy_Cacciola Please email Player Support so they can refund you the purchase on the level that failed in the end.

  • How do I do that?

  • Oh I paid a lot of money on this game...wish you had a loyaltiy bonus program!!

    April 27

  • Crazy Cat Lad
    Crazy Cat Lad Posts: 14,124

    @Cathy_Cacciola You can find how to email Player Support on the page here above.

  • lauraseggie76
    lauraseggie76 Posts: 5

    Level 2

    Level 559??

  • Lady_Choo
    Lady_Choo Posts: 26,068

    Hi @lauraseggie76 , are you stuck on the level?

  • keithplum
    keithplum Posts: 5

    Level 2

    Every time I ask friends for help I get error message "something went wrong". I also am not getting any extra lives from friends or being able to give them lives.

  • Lady_Choo
    Lady_Choo Posts: 26,068

    Hi @keithplum I am sorry you are having issues right now!

    Can you tell me if you are playing on a device and if so which one? Have you checked the app store for updates and have you connected either by the Kingdom or through Facebook?

    If you are playing through Facebook, have you checked your app permissions for the game are active right now. They refresh them every so often and that can stop the game connecting. Also, you need to have given permission for the game to see your friends list too. Sometimes when it comes to permissions, people don't always realise that if they say no, it cannot see it.

    To view permissions you need to click on menu >settings> Apps and websites then Pet rescue Saga.

    If its all showing as active, sometimes it helps to remove permissions....then close the game completely and reboot the device. When you open the game again, it will ask for permissions and usually that's enough to get it to behave ā˜ŗ

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