Re: Pogo: Missing Gems, Content and Power‑ups

For the past 3 days, when you "reward" me with energy for completing a quest on the main screen or on the daily check in, I don't receive it. 

Please fix this!!! Send the energy in a package or something that I can open. It's not coming through in whatever method you're trying to send it in. Grrr... 

I also receive nothing in daily check in when it is energy for Merge. The energy is full because it has been idle all night and will not accept any over 100. I tried going to the game and playing a bit , then returned to check in but it only pops up when you first open the program each day.  Big zero again!

This morning when I finish a challenge and excepted my rewards of either 150 in pogis or 11energy in merge I choose merge and never got my 11 energy.  I have found I don’t get a lot of my rewards when I choose the.  Another example is the Lucky Cat Bingo when I don’t get my rewards when I play the specials that they have from time to time.  This is frustrating as I have been a club member for over 10 years.

When the last update happened on Monday, June  8,  after the new side-game started, over 1500 coins that I had build up for many weeks from the side games and both sticker albums were gone down to 154.  I had been saving to buy storage space since that is all I have ever gotten with them and now they are all gone.  Has made me totally loose interest in playing the game if the effort is going to randomly disappear.   I would like for them to be returned.  I have attached two screenshots that show coins I had on Monday June 8 and a picture of stickers I won but did not get credited to the sticker albums.  I had 5 new stickers but they have not shown up. 

Today I chose the free tier options of the constellations and my choices should have awarded me 46 energy. I opened Merge and they were not there. I refreshed multiple times, left the game and came back and refreshed a few times and the energy never appeared. Please credit 46 energy.

Thank you

Hi there and thank you for reaching out! I am sorry to hear you are experiencing issues with purchases or missing content, please take a moment to view the steps for help.

At times our devices just need a quick refresh!

Cleaning up temporary files, installing updates and rebooting can reset the background processes that handle tracking and progression. After restarting and logging back in, items that seemed to be missing will often reappear as the system reconnects and syncs properly with Pogo's servers.

Please take a moment to work through a few basic troubleshooting steps designed just for our community here → Pogo Troubleshooting Guide

If the troubleshooting steps do not resolve the issue, please reach out to EA Help for private assistance!

• EA Help → Pogo's Official Support

Other helpful links:

• Guidance → Pogo Customer Service Guide: Where to Go & How to Get Help
• From the Pogo Team → Getting the Help You Need on Pogo 

Friendly Reminder to all readers: 

🌟The new Player Support Page advises us to contact EA Help if we are experiencing issues with billing or payment concerns, missing content, purchases, lost progress, missing items and other specific account issues.

For privacy and security, any concerns with monetary transactions, gems, missing content and other specific account concerns, cannot be handled in forum communities or social media messages. Please contact EA Help through the secure portal so your information can be reviewed safely and privately.

Hope everything works out for you and Take Care 🌷🐈‍⬛

Every time I choose Merge Academy energy as a reward, or it is a daily gift as it was today, I never receive it. It just doesn’t appear at all. Refreshing has zero effect whatsoever. 

I am also having this issue. I have changed browsers, computers, cleared caches and more. I have refreshed both before I check Merge and after.  Beyond frustrating. 

I didn't get the 50 energy units this time or the last time they offered it. I don't know about the one from Celyth but I don't think I'm at that level yet. I always look to see if anyone else is stating they didn't get it either before notifying POGO. Looks like I'm not the only one. I haven't seen anyone else complain about it though so they are probably like me and figure why bother. 

Looks like this issue has been going on for awhile, and no responses... I never get constellation awards in Merge Academy either. And yes, I know how to clear my cache etc...  I get all the other rewards I pick, just not Merge Academy.  (Same issue with the daily awards too.)

In this morning's Spin to Win, I won 20 Merge Academy energies.  However, when I went to play the game, I did not receive them (I assume because I currently had 100).  That should not make any difference.  I tried rebooting to see if they would show up, but they didn't.  This needs to be fixed.  I should not be penalized simply because the game refilled the energy overnight!

I have seen other discussions of this, some going back over a year, but there doesn't seem to be any resolution to the issue.  Every time I choose Merge Academy energy as a reward, or it is a daily award, it never shows up in the game. Many people seem to have the same issue, so I don't think it is a configuration issue.  I get all the other awards I choose, just not this one.  I have checked all my cache and cookies, even though that doesn't seem to be a likely culprit when only one game is affected.  I play on Safari on a Mac desktop (all updated), and on a (brand new) iPad. Same problem on both platforms. And only with awards from outside the game.

I am attaching a screenshot from this week when I was supposed to receive 11 energy.  I went into the game, refreshed several times, and still only the 100 I accumulated over night.  

When I win energy for Merge Academy, such as in the Pogo Constellation, it didn't seem like I received any energy but I couldn't be positive. Now I won 95 energy points in Lucky Spinner and I KNOW I did not receive any enegry.

I spent 10 gems to skip timer but it wont let me collect the extra moves 

I have the same problem.  Wanted to skip to get more coins in the recycle can.  Didn't get the coins and now the recycle bin regenerates every 24 hrs instead of every 12 hours,  Why

When ever I receive a reward for merge academy for energy from either the spin, the constellation reward, or the daily log in I never get it actually in the game. I've never received the extra energy. I do get it when earn it from the bonus game. 

Purchased 1000 energy to finish the side game. Had 280 left but they have been taken away. I would like to have my energy or the purchase price returned. How do I put a ticket in? It's not a glitch on my computer. Thank you for your assistance.

Over the,last few weeks I have not received any of the energy that I have been rewarded in Merge Academy. This morning I received 50 from the daily bonus but it did not show up in the game. 

Its happening so often I don't even want to play anymore and Its my favorite game. 

Kls52662Pb​ 

Hello and thank you for reaching out! Please give me a moment to explain how the energy works within the Merge Academy side games

Earned Energy & Coins: Energy and coins earned through gameplay by breaking tiles during the side game (pictured below) transfer into the main Merge Academy game once the event concludes if there is any leftover.

Purchased Energy: Energy purchased within a specific side game, does not transfer into the main game or carry over into a new side game event. Any remaining energy either by regeneration or purchase concludes when that particular event ends at this time. 

To inquire further about the remaining 280, please reach out to EA Help directly by following the steps outlined above.

A question regarding the previous sticker book. It says completed, but yet I never got the rewards for completing. No 4500 energy, no 2000 coins, no power ups. What gives? Thanks.

Playing on Android galaxy s23 fe 

 sn rescuebabe2002

I have earned energy and coins in the Sugar Rush mini game but they don't always show up in the regular game.  I just now earned 45 energy but did not get it.  Seems to be hit or miss whether things transfer over or not.

It seems useless to go to the forum in search of answers to any particular question.  How do you easily report an issue without and endless search?  I usually try and give up.

I too am having the issue of the always message showing with an empty mailbox.

Merge Academy does not transfer the coins or energy earned in the mini games like Sugar Rush to the main game.  Feel like I am doing the work for nothing.

I know when the special event is ending and do not need a reminder in every game I play every time I refresh the page.  Put a reminder at the top of the page and be done with it.

Lots of minor issues that build up frustration.  Fix them please

I have been logging in every single day and most of the daily rewards, especially merge academy, aren't awarded to my game. This has been going on since daily login rewards started 

I've never gotten the Merge Academy reward either and complained about it several times. It's always the player's fault. You can get a brand new computer and they will still tell you, it's your software, computer, laptop whatever. I just assume I won't get it when that's one of the rewards and I'm never wrong. Sorry but no, they won't fix it. Sad. 

1. My sister and I have had an issue with completing the sticker book collections and not getting the rewards for them.  It has happened once to me on my account using Chrome and once to my sister on her account using edge browser.  She posted the issue in the forums and I responded when it happened to me.  I completed the sweets collection and never got the rewards.  My sister completed the Chests collection and did not get her rewards.
2. Not getting credit for completed in Merge Academy on the second Bingo Jam board.  I complete 2 orders and no credit toward the badge.