Forum Discussion

3 years ago

Solved

Did Not Receive In-game Store Crystals

I purchased the increased 19.99 for 3500 crystal pack on November 26th during double drop week and I did not receive my crystals. I used the in-game restore feature and it did nothing as well as uninstalled and reinstalled. I have contacted EA help and they have not been helpful at all. I talk to a different person everyday, when they actually do get back to me. I have tried all troubleshooting guides multiple different agents have sent. I have been asked by multiple different agents for proof of purchase which I have sent each time. Then today I am sent a message asking to follow another troubleshooting guide like I am back a square one. I even checked my case status on EA and it says the issues was fixed. I wish that was the case. It's almost like I am starting completely back at the begging after two weeks. I don't know how anyone else's experience has been with EA customers support but mine has been just shameful. Please give me my in-game content or refund my money. Thanks.

technical issues

EA_Illium
3 years ago
HI @Urzasrage45

As @DarkBanishing mentioned, if your Crystals Pack purchase still hasn't arrived in your game you will need to reach out to our support team, with your Purchase Information.

Be sure to use the in-game help option, as this will share the needed information with the team. A guide on how you can do so can be found in our post:

How to contact support for Star Wars™ Galaxy of Heroes (From our mega thread: (SWGOH) Helpful Threads and Guides)

Also, if you haven't we could try the steps mentioned in our Basic Troubleshooting Guide, then restart the game and check if you notice an update.

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If you would prefer to seek a refund, you would need to speak wit Google support as the transaction is handled by them and the Google Play platform.

One thing we can check is making sure the order shows as completed versus pending (or failed) as this could also pause recieving the crystals.

Thanks and hope this helps!

4 Replies

DarkBanishing
Hero+
3 years ago
Hello there @Urzasrage45

If you bought something in the ingame store and would like a refund, it's best to contact Google Play. However, if you bought it in the swgoh store you should be able to get a refund directly from ingame support.
EA_Illium
EA Staff (Retired)
3 years ago
HI @Urzasrage45

As @DarkBanishing mentioned, if your Crystals Pack purchase still hasn't arrived in your game you will need to reach out to our support team, with your Purchase Information.

Be sure to use the in-game help option, as this will share the needed information with the team. A guide on how you can do so can be found in our post:

How to contact support for Star Wars™ Galaxy of Heroes (From our mega thread: (SWGOH) Helpful Threads and Guides)

Also, if you haven't we could try the steps mentioned in our Basic Troubleshooting Guide, then restart the game and check if you notice an update.

-----

If you would prefer to seek a refund, you would need to speak wit Google support as the transaction is handled by them and the Google Play platform.

One thing we can check is making sure the order shows as completed versus pending (or failed) as this could also pause recieving the crystals.

Thanks and hope this helps!
Urzasrage45
3 years ago
Like I said in my post I tried all the troubleshooting options and none worked. I started several tickets as it took over two weeks for EA to look into it. Then after submitting my proof of purchase multiple times they come back and tell me I received my crystal and gave me a time stamp of when I purchased it. But it was different than the time stamp on my Google receipt. The time stamp EA provide was almost 15 minutes before I even made the purchase. I missed several days of double drop week waiting on my purchase. I only play this game on my phone and none of the troubleshooting options have helped and honestly EA support did not help much either. It was only after a very not so nice email that they come back and say I received them, but they couldn't figure that out the first two weeks. It has been well over the time period google play will refund a purchase. If it has been more than 48 hours, they say to contact the app/game developer. It took way too long and was way to difficult to get help from EA.
EA_Illium
EA Staff (Retired)
3 years ago
Hi @Urzasrage45

Thanks for providing additional details around this, to confirm if our support did perform an investigation and confirm the crystals arrived on the account but you are still not seeing them you will want to reach back out to them.

We are unable to assist with missing purchases or in-game items here on the forums.

Thanks!