Community ManagerHey katoimeows,
Sorry to hear that the Cats and Dogs pack hasn't been working as expected.
Can you let us know at what point in-game do your pets disappear and what you're seeing once they're gone? Is it after navigating to a different screen, a certain action, or something along those lines?
If you haven't done any troubleshooting for this yet, it might be worth repairing the game and trying the clean user folder approach here: [GUIDE] Clean User Folder Approach.
On the other hand, if you'd rather refund the pack altogether, please try using this web form to get in touch with our live support team so they can review your refund eligibility. Once you're redirected to the self-service page, there should be an option to chat with an advisor. If the web form was what you've used before to no avail, please try using the Contact us button at the bottom of this page instead.
Let us know, thanks!
