Forum Discussion

5 years ago

Solved

Game lag led to unwanted purchase

This morning, due to the game lagging, a 5,000 Crystal purchase was made in my game (50 Rebel Y-Wing shards). As you can see from the attached screenshot the 50 shard purchase was made when I only n...

technical issues

EA_Lanna
5 years ago
Hi @Asho_RF_51.

Ahh thank you for correcting that. I've tried to check process to confirm whether the support team can help you reverse an accidental shard purchase but I can't seem to locate it. Please connect with them directly for more on that. To do so, please send in a help ticket to the support team from your SWGOH account. Here's how to go about generating that ticket:

Locate the ⚙️ Cog wheel icon/ Settings button in the top left corner of your screen

Spoiler

Tap the Help button and your game will connect to the EA Help support site.

Spoiler
The page will display Star Wars Galaxy of Heroes support articles which could resolve your issue. If you can’t find a solution in a support article, please follow step make a support ticket.

To make a support ticket, scroll down to the bottom and click the Contact Us button

Spoiler

or open EA Help article and select the Contact Us button at the bottom of the article contents:
Spoiler

From there, select the relevant help categories and submit a help ticket

- EA_Lanna.

Asho_RF_51

5 years ago

@Asho_RF_51 I am happy to provide any further details needed.

EA_Lanna

Community Manager

5 years ago

Hi @Asho_RF_51,

Could you try to restore the purchase in-game?

Tap on the cog icon (Settings) on the Cantina screen.
Tap on Restore Purchases. This will make the game check for and resync any recent purchases.
You’ll get a notification through in-game mail if your purchase is successfully restored.

Failing that, you may wish to look into a refund. Refunds are cases we're not equipped to support from the forums. 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

Asho_RF_51
5 years ago
@EA_Lanna Hi, thanks for your response - however I think you may have misread my issue. Due to an issue in game, an ingame purchase was made of 50 Rebel Y-Wing shards, which cost 5,000 crystals. I did not purchase crystals with money. I was wondering if the crystals could please be refunded, because they were spent due to an in game issue.
- EA_Lanna
  Community Manager
  5 years ago
  Hi @Asho_RF_51.
  
  Ahh thank you for correcting that. I've tried to check process to confirm whether the support team can help you reverse an accidental shard purchase but I can't seem to locate it. Please connect with them directly for more on that. To do so, please send in a help ticket to the support team from your SWGOH account. Here's how to go about generating that ticket:
  
  Locate the ⚙️ Cog wheel icon/ Settings button in the top left corner of your screen
  
  Spoiler
  
  Tap the Help button and your game will connect to the EA Help support site.
  
  Spoiler
  The page will display Star Wars Galaxy of Heroes support articles which could resolve your issue. If you can’t find a solution in a support article, please follow step make a support ticket.
  
  To make a support ticket, scroll down to the bottom and click the Contact Us button
  
  Spoiler
  
  or open EA Help article and select the Contact Us button at the bottom of the article contents:
  Spoiler
  
  From there, select the relevant help categories and submit a help ticket
  
  - EA_Lanna.
- kovati93
  5 years ago
  Hi @Asho_RF_51
  this happened to me today as well. Did you manage to find a solution?
  @EA_Lanna
  - EA_Lanna
    Community Manager
    5 years ago
    Hi @kovati93,
    
    This isn't an issue I can resolve for you. Please follow the advice I've shared earlier in this thread.
    
    - EA_Lanna