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laurizta's avatar
laurizta
6 years ago

Re: Missing items from Spring Pack

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

3 Replies

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

    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

  • laurizta's avatar
    laurizta
    6 years ago

    Thanks so much for your help Lana, I opened my game and get all the items of the pack in my game, really thanks so much for your support.

    I will accept your last answer as solution, but the real solution is not make public your problems, support team need solve your problems in the first step, specially if its not a big deal as my case, if somebody see this post and have this same problem, the only way for recover pack items is contact with EA Help

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    6 years ago
    Hi @laurizta,

    That's great news. I'm glad it got sorted in the end. Following this case, I've passed on feedback to the support team that should hopefully help with these cases in future.

    Thanks and happy simming Laurizta,

    EA_LAnna

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