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Kenkatzu's avatar
Kenkatzu
6 years ago

MISSING GEMS

I have made the purchase of gems from an ios (iphone6) and at the moment requesting the authorization I have put my fingerprint to authorize the purchase and the game has closed, at the time of opening the game (on loading screen) I get the message IOS notification saying that the purchase has been made, but when I finished loading the screen and entering the game, I have not been given the gems corresponding to my purchase.

I have already used the restore purchase option since morning, approximately 5 hours ago, every hour I have been using that restore option, but the gems are not delivered to me.
I have already submitted my Attention Ticket, but they closed it saying that all support will be by email, but they have not given me any email to provide support or I can send my incident.

I attach photos of the purchase and the discounts that have been made to me.

If my ally code is needed, it will be provided to some mod that can help me solve my problem.

1 Reply

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hi @Kenkatzu,

    Refunds are cases we're not equipped to support from here. I'll share the details below of where to get in touch below. Who you contact will depend on what device you play on and when you made the purchase in some cases.

    To request a refund:

    • For iOS, please contact Apple.
    • For Android
      • If you made your purchase in the last 48 hours, contact Google Play. 
      • If it’s been more than 48 hours, contact us.

    Check out the options above and reach out to the right support team to see if you meet their criteria for a refund. 

    Thanks, 

    EA_Lanna

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