Not receiving purchases on PVZ 2 store; Support not helping *at all*

@Gardenia191 

EA HELP are usually pretty good at restoring lost conent but there is a longstanding bug called the restore purchases bug that appears whenever you enter the store.

This bug seems to lurk in the servers and reappears after a reinstall but eventually goes away of it's own accord.

If you really haven't received something like a premium plant (easily verified) then i suggest you get onto them again.

As i said, they are usually pretty good with missing content cases and if you can prove you bought something and didn't receive it then then they will add it to your account then send you an email telling you so, sometimes with some gems or something as a goodwill gesture.

I understand that might be the case, but as I previously said, I have provided all the documents they asked for. But all that's happened is a lot of back-and-forth. And it almost sounds like they're coming up with excuses as to why they can't help me. For example, they sent me the ambiguous instruction: "We need 1 x the transaction history from Google Play". I can't tell whether they're saying they didn't get one at all, or whether I'm only supposed to send one page. I sent two because the transactions were too far apart to be put on one page. All I want is to receive what I paid for. But I did eventually manage to get the transactions on one page, so hopefully that's all they need. 

But the funny thing is, I'm familiar with the "Restoring purchases" bug. Except for me, it's not just stuff I already have that comes up. It's my recently purchased content that I haven't received, as well. Specifically, I purchased the most recent premium plants, Boom Balloon Flower and Pea Vine. They come up on the restoring purchases bug, and like the others, it says "You have purchased this item before. It will be restored for free." Proceed to "Restored ZERO purchases". I went into the Almanac to see if I'd received the plants, and they're both still locked. The game seems to realize that I made the purchase, but it doesn't give me access to what I bought. 

But let me explain what actually happened when I purchased the content, and maybe someone can help me with that. 

I make the purchase as usual, right? But the game hangs on the "Purchasing content" box. You know, the one with the daisy. It stays there FOREVER. I have checked everything that could be the problem. My connection is good, etc. But it just hangs on the screen forever, and I have to quit the game. When I come back, the item is gone from the store, and my credit card statement says I purchased it, but I haven't received it. 

Any suggestions about this? 

PvZ2 should automatically query Google Play and check for your in-app purchases, restoring them for you. I know that 'restoring purchases' is currently bugged on iOS so there is a chance that it's bugged on Android as well.

Anyways, in case you still didn't receive your purchased items you can try the steps mentioned here: https://applicaster.zendesk.com/hc/en-us/articles/360035139811-How-do-I-restore-purchases-on-Android- 

I'm sorry to say that I am having the same problems. I didn't receive the content. When you contact support they give you specific requirements for providing proof of purchase. Ironic thing is that even though this game is only on Android or iOS they require screenshots taken from a pc. I don't own a pc anymore. I'm disabled and a phone and tablet are all I use. I had to email everything to a friend and have them take screenshots and send them back so I could upload. But they still are going back and forth about the screenshots. I don't know of any other way to restore the missing content. Removing and reinstalling won't help. Unless you can get ea support to correct it they will remain stuck in the cyber twilight zone. 

@ElAguila64 You don't need a PC to take screenshots, i have an older Android device and i have to hold down the off button and volume down buttons simultaneously to take a screenshot.

The screenshots allowed for posting on this forum are less than 3.2mb in which case i go into my gallery, hold my phone up in portrait mode (the screenshot should turn around and shrink), screenshot that image then crop it to fit.

I post a lot of strategies in the mini forums using this method.

I know that with the EA HELP complaints sreenshots you are allowed several (instead of 3 on the forum) and they are also allowed to be larger.

Hope this helps, here is a page from my own google playstore purchase history which is the kind of thing they need to see to remedy your complaint.

Most tablets also have the ability to take screenshots as well, just do a google search for how to do it for your specific device.

@ElAguila64 

I also have a newer Android device and i just need to lightly press both volume buttons at the same time to make a screenshot.

EDIT; You will notice snowpea and chomper in my purchase history, i also got a 50% off voucher from google playstore for chomper so he only cost £0.49p.

None of those purchases cost me any actual money because i do google opinion rewards surveys, they don't take long and i get enough google play credit for a couple of premium plants for pvz2 a year.

That isn't the issue. The issue is that ea support will only accept screenshots taken on a pc. That is a requirement. 

@ElAguila64 

That's strange, i have made 38 complaints to EA HELP and i have always sent screenshots taken on my phone and nobody from EA HELP ever asked me for PC versions.

Android screenshots are .png files and i think PC screenshots might be .jpg

They refer you to this site

https://help.ea.com/en-in/help/account/how-to-provide-proof-of-purchase/#mobile

I have sent them what they asked for and a different tech emails me each time saying what I have sent us close but not quite what they want.