Missing items from Spring Pack

Hi @laurizta,

I've moved your post into it's own thread as the other post was discussing The Money Tree pack. 🙂

I've some questions that would be helpful to get context for. Could you pop the answers in your reply please? 

• When was the purchase made?
• Did you receive an error message when making purchasing?
• What specifically is missing? Can you list them please?
• What can you see in your account? Are the items there? Do you get a message when you hover over them?
• What platform and OS are you on?
• Could you share screenshots please (note: this is a public forum, please do not upload billing details or your personal information)

In the meantime, if you are on an iOS device (iPhone, iPad, etc) please try the in-game restore purchases option and see if that helps. To do that, please click on the Restore Purchases button in the Settings menu to restore items. I've popped an image under the spoiler tag as a visual guide. 

Spoiler

Thanks, 

EA_Lanna

thank you Lana for your answer, but this kind of bug happened in the past year and this year with some pack purchases, I always get the items contact with support team, I never get the items by myself with the basic trouble steps or click on “restore purchases”. But this time it’s different support team refuse to give the items even when I send screenshots of my payment, I opened 3 cases and not get any kind of compensation it’s totally unfair, Apple refuse to give my money back, they told me I need to request help with the app support, practically I lost, the best solution is stop make any other purchase until give back my items, I bought other pack days after that purchase I didn’t have any problem, but after more a month without any good answer I prefer stop making any purchase.

- I made the purchase 26 of March.

-When I made the purchase a text window pop up “successfully purchase” and after that other text window pop up (attach image) “restore your game for continue with the transaction” I restore my game but not get any item and coins.
- I miss all the items or I didn’t get any item

-I use iOS

-I tried basic steps and restore purchases, but this not give me the items back.

Now my problem  is WHY support team refuse to give the items I already paid

Hi @laurizta,

Thanks so much for gathering those details and replying with them to me. I don't have any insights into the support team or the cases you have with them but I've gone ahead and bumped the case with a contact from the support team in light of what you've shared as this needs to be looked into. He's taken a look into the case details and attachments you sent on and confirmed that the missing items from the pack should now appear in your game. Can you check that out for me please?

Thanks,

EA_Lanna