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Utilitysort's avatar
Utilitysort
New Novice
2 months ago
Solved

Garden Blast Premium Pass

 The game is not showing the purchase of the Sprout pass premium. My gem account was charged.
bug
  • EA_Lanna's avatar
    EA_Lanna
    26 days ago

    Hi Pogoians,

    I have good news to share! 😊We've shared a make-good with players who've been impacted. The make-good has already been added to eligible accounts. You'll see a notification in your DMs confirming it.  

    If you didn't receive it or the make-good, but believe you're eligible as you were impacted, please contact our support team directly so they can look into things for you.  You'll be able to contact our support team for help with Pogo issues using these steps:

     

    Thank you for your patience while we've worked on addressing the Sprout Premium Pass issue. 

    - EA_Lanna

EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
2 months ago

Hi  Pogoians,

I really appreciate you taking the time to let us know what’s been happening with the Sprout Premium Pass, and I’m sorry to hear the pass hasn’t appeared for you after your purchase.

I’d like to bring this to the team’s attention. To help with that, it would be super helpful if you could share a few quick details. This information can give us a clearer picture of what’s going on. If you could reply with these details, that would be amazing!

  1. What device are you playing on? (For example: PC, Mac, etc.)
  2. Which browser are you using? (Chrome, Firefox, Edge, Safari, etc.)
  3. What’s your browser version? (You can usually find this in your browser’s settings or About section.)
  4. When did you purchase the Sprout Pass Premium? 
  5. Did you see any error messages, or did anything unusual happen during or after your purchase?
  6. Does the option to purchase the Sprout Premium Pass disappear? (If you can pop up a screenshot of what you can see after buying the pass, even better!)
  7. Have you tried restarting the game or your device? (This sometimes helps stuck content come through)
  8. Have you tried any other troubleshooting steps? (If so, let us know what you’ve tried!)

 

Having more information to work with really helps us investigate things more closely. 

Thanks so much for your patience and for being part of the community.

- EA_Lanna

hehehehe57's avatar
hehehehe57
Rising Newcomer
2 months ago
  1. What device are you playing on? (For example: PC, Mac, etc.)  laptop
  2. Which browser are you using? (Chrome, Firefox, Edge, Safari, etc.)  Chrome
  3. What’s your browser version? (You can usually find this in your browser’s settings or About section.) Version 139.0.7258.155 (Official Build) (64-bit)
  4. When did you purchase the Sprout Pass Premium? Sept 1
  5. Did you see any error messages, or did anything unusual happen during or after your purchase?  the purchase went through fine, but throughout the day the pass would disappear and each time it reappeared it wanted me to purchase it again.  This continued until the 3rd day when I was collected the free items without it disappearing so I repurchased on faith!  I assume the first failed purchase will be refunded?   thank you
  6. Does the option to purchase the Sprout Premium Pass disappear? (If you can pop up a screenshot of what you can see after buying the pass, even better!)  Answered above
  7. Have you tried restarting the game or your device? (This sometimes helps stuck content come through) yes I did that many times
  8. Have you tried any other troubleshooting steps? (If so, let us know what you’ve tried!)  Just to try and get through to support which I find pretty much impossible to do.

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