Forum Discussion

Arveinnn's avatar
Arveinnn
5 years ago
Solved

In game purchases by another family member without my permission

Firstly hi Without my permission one of little family member made some in game packs purchases. I contacted with Google first but they said '' purchases were in game we cant offer refund, you should...
technical issues
  • EA_Lanna's avatar
    EA_Lanna
    5 years ago

    Hi @Arveinnn, 

    I'm sorry to hear you've had a hard time with this case so far. The support team would be correct in that if a purchase was made in the last 48 hours, you would need to contact Google Play.

    However if it’s been more than 48 hours, please get back in touch with our support team. 

    The support team will require valid proof of purchase for Google Play Store purchases. Please take screenshots from a desktop as screenshots from a mobile device cannot be accepted. The EA Help article I've hyperlinked above will outline it all for you. 

    - EA_Lanna

EA_Darko's avatar
EA_Darko
Icon for Community Manager rankCommunity Manager
5 years ago

Hey @Arveinnn if our live support team directed you to speak with Google support then this would be the best point of contact for this issue.

Google handle all billing on their platform with our team not having access to the information that Google would.

Darko

Arveinnn's avatar
Arveinnn
5 years ago

Thank u for respond but i contacted with Google, they are saying '' we cant do anything purchased packs are in game items/currency ( They dont have permission take them back thats why i guess ), in accordance with the terms of cooperation EA can refund it. I put the image of their respond below.

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

    Hi @Arveinnn, 

    I'm sorry to hear you've had a hard time with this case so far. The support team would be correct in that if a purchase was made in the last 48 hours, you would need to contact Google Play.

    However if it’s been more than 48 hours, please get back in touch with our support team. 

    The support team will require valid proof of purchase for Google Play Store purchases. Please take screenshots from a desktop as screenshots from a mobile device cannot be accepted. The EA Help article I've hyperlinked above will outline it all for you. 

    - EA_Lanna

    • Arveinnn's avatar
      Arveinnn
      5 years ago
      @EA_Lanna Nearly 4 days passed but EA Support team still didnt respond to my ticket

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