Re: Trizzle game took my gems for power ups but I am not able to use them

Hey there, @cbtoleonicx.

As the thread you replied to was over a year old, I broke off your post into a new thread to be worked out.

When you try to use the gems for power-ups in the game, what happens? Do you get an error message when you try?

Arrenai 🐱

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In response to your question, Arrenai, when attempting to load gems into the game, there was no response of any kind ... error or otherwise.  I did have a chat with a EA rep about the issue, but after more than 30 minutes, he could not offer a solution (tho made a valiant effort).  Now I want to cancel my gem order and get a refund.  (I see EA offers no simple solutions for that either.)  Also, although I have long enjoyed my approximate 15 years as a POGO player, this experience has swayed me to NOT renew my subscription.  EA has made it too difficult to dig for solutions to problems. 

Hey there, @cbtoleonicx.

Do the Gems show up in your Gem Transaction Log under My Account? If you made the purchase and received the emailed receipt for the purchased Gems, but didn't get them in Pogo and they don't show up in your Gem Transaction Log, you can reach out to our EA Help game advisors and they can look into it. They can often assist with missing items of that type.

To contact EA Help:

• Go to https://help.ea.com
• Click "Contact Us"
• Select Pogo from the game list
• Select PC or Mac
• Select Missing content > Never received content
• Click Select contact option

If you would prefer to reach out on social media instead:

• You can contact EA Help on Facebook Messenger here: https://www.facebook.com/EAHelpHub/
• You can send a Direct Message on Twitter here: https://twitter.com/eahelp

Arrenai 🐱

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Hey there, @cbtoleonicx. I'm just checking in to see how things are going. Did you have an opportunity to reach out to EA Help?

Arrenai 🐱

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On Oct. 3 I was trying to get info on how to cancel an order I had place for POGO gems since I could find no way to implement the gems into games I play.  In that regard, I spoke with an rep who offered to try to resolve the gem issue before pursuing a refund on the order.  Baras guided me to a method of doing that, and between the two of us we figured out the tactic.  So for now I will remain a POGO player.  But, Arrenai -- the questions remain:  why must a player have to make such an arduous effort to get to this kind of resolution?   And why is the method of incorporating purchased gems into a game so convoluted?   Such information should be easily accessible in the main menu for all players.  For example, in order to retrieve gems in the game, Quinn's Aquarium, one must go to the "Entrance" of the game...then click on the gear icon on the upper right of the screen...then click on "Store"...then at "Shop Power-up's" click on the window of the desired power-up...then click on the gem icon on the right to "buy" gems for the game (word "buy" is misleading).  You can see there are a number of somewhat complicated steps to take -- certainly not customer-friendly.  Why isn't there a simpler method?  And where is that information available to your customers?   I hope EA get this issue modified so no other players must go through a similar exercise.     

Hey there, @cbtoleonicx.

Thanks so much for your detailed feedback regarding the purchase flow in those games. I'll pass this along to the Pogo team. We really appreciate the feedback.

Arrenai 🐱

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