Forum Discussion

5 years ago

What should I do if a purchase failed and I can’t restore the item.

So recently, I brought a bundle of Darth Bader in Star Wars Galaxy Of Hero’s. It’s almost been a full day and I’ve tried restoring the purchase 5 times, if someone could help me, much would be apprec...

EA_Lanna

Community Manager

5 years ago

Hi @THE_BOSS43521,

A failed purchase would mean the purchase never went through, as in payment didn't succeed. Could you check your store wallet to verify if there's a log stating your account was charged please?

If yes, and you'd like to receive the items purchased, please reach out to our support team directly using the steps in this thread: How to contact support

Or if you're looking to refund the charge and not receive the items, I'll share the details below of where to get in touch as 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

CharlotteCBGB
5 years ago
Hi @EA_Lanna @I have similar problem with Hyperdrive bundle, I got charged but content was never delivered. have contacted suppport over a month ago, and since I shared the proof of purchase I have not heard for over a week. I really want the content, but I feel like I’m not getting anywhere with support should I just request refund from Apple?
- EA_Lanna
  Community Manager
  5 years ago
  Hi @CharlotteCBGB,
  
  Apologies, I'm catching up on threads. Were you able to get sorted since with the support team.
  
  - EA_Lanna
  - CharlotteCBGB
    5 years ago
    Hi Lana, thanks for reaching out. Ultimately got a refund from Apple and repurchased the bundle after a month of trying to get help from EA. Funny enough after two months EA help came back and released the bundle to me. (useless since I already re-purchased one a month before). The worst was lack of updates (for almost 3-4 weeks) and really relaxed attitude when I got the item totally ignoring the fact that it took almost 2 months (and I solved it myself) my recommendation to anyone is go directly to the store operator and avoid EA help.