PLEASE HELP - MISSING GEMS

Hi mosean2​,

mosean2 wrote:

My account was HACKED by my five year old while I was at work. I don't know how he managed to make six separate purchases in games and I don't even know what games it was in, but I was shocked to see he spent 363 gems!!

Oh no, I’m really sorry that happened. That must have been so stressful to come back and discover. I'll do my best to point you in the best direction for help with those charges. 

You will need our support team's help with this.

Before reaching out to them, I’d recommend not using the word 'hacked' for this. ''Hacked' usually points to an account security breach, such as someone using code to bypass or break your account protections. When support hears that, they’ll naturally focus first on securing the account. Based on what you’ve shared, though, this sounds more like your child opened your game and made unauthorized purchases, but please correct me if I've misunderstood. 

If I'm right on that, I'd recommend referring to this as 'unauthorized purchases made by a minor,' as that should make the issue clear from the start and help you get the right kind of assistance faster.

It may also help to gather the transaction ID's from your Order History. They'll be in the Payment and Wallet tab. Having those ready to share with the support agent could help speed things up.

Once you're ready to connect with them through live chat, follow the steps in this guide to create a support case:

• [Pogo] How to Contact EA Support 

They'll do their best to help you from there.

- EA_Lanna