We're really sorry that you've run into an issue with your purchase! Tap the links below for steps you can take depending on the issue that you're facing:
- I'm unable to complete a purchase
- My purchase was successful, but I haven't received it
- I was charged the incorrect amount
- I need a refund
I'm unable to complete a purchase
If you're having trouble completing your purchase, we suggest starting with the following troubleshooting steps:
-
Reboot your device (switch it off and back on again).
-
Make sure your device is connected to the internet and that the internet connection is strong and stable.
-
Make sure your payment methods are valid. It may help to remove and re-add your payment method or to try a different one.
If you still face issues after trying the steps above, please check out the following links for additional troubleshooting steps based on the platform you use to play:
My purchase was successful, but I haven't received it
If you've received confirmation that your purchase went through but you haven't received it in your game, please first try rebooting your device and making sure that your internet connection is strong and stable.
If you still don't receive your purchase, then please get in touch. We will be happy to add the missing items for you. You can submit a request here (make sure to select 'I need help with a purchase' when setting the reason of your request).
Please also attach a screenshot of the digital receipt that you received for the missing purchase. The steps for finding it are listed below based on the platform you use to play:
- Android: Your digital receipt should arrive to the e-mail address connected to the Google Play account used to complete the purchase.
- iOS: You can find your purchase history by following the steps here.
- Amazon: Your digital receipt should arrive to the e-mail address connected to the Amazon account used to complete the purchase.
- Plarium Play: You can find your purchase history by following the steps here.
- Microsoft Store: You can find your purchase history by following the steps here.
When sending us the receipt, please make sure that the transaction ID, offer name and purchase date are all visible on the receipt
I was charged the incorrect amount
If your charges don't match the amount you were expecting, there may be a few reasons.
Depending on your region, taxes may be added on top of the base purchase amount.
If you're purchasing through Apple, your purchases may be bundled together and delayed by up to two weeks. You can look into this by following these steps:
- Go to Settings > [your name] > Media & Purchases.
- Tap View Account. You might be asked to sign in.
If you use Family Sharing, you'll see your own purchase history, but you won't see that of other family members. - Swipe up until you see Purchase History and tap it.
- Locate the receipt for the purchase and tap the ">" arrow next to the total to see the details.
- You'll then see another ">" arrow next to each purchase and you can tap those to see the actual purchase date underneath the offer name. Please note that this may be different from the Order Date listed next to the Order ID.
I need a refund
If you're experiencing a technical issue with your purchase and need help, please reach out to our support team here. They would be happy to help!
Otherwise, if there's been an accidental or unauthorized purchase and you need a refund, please follow the steps listed below based on the platform used to make the purchase:
- Android: The instructions for Google Play refunds can be found here. If you have any trouble, please get in touch with us directly (contact form available here) as we can sometimes help with refunds for purchases made via Google Play.
- iOS: It is only possible to get a refund directly from Apple by following the steps here.
- Amazon: It is only possible to get a refund directly from Amazon. To do so, go to Your Orders > find the accidental order you’d like to cancel > select Cancel Your Order > choose a reason for the cancellation from the drop-down menu, and then click Cancel This Purchase. After the cancellation is complete, your refund is issued to the payment method used for the order.
- Plarium Play: Please contact our support team directly here. Be sure to provide the transaction ID (or screenshot of the receipt), your Merge Gardens Game ID or Plarium ID, and the reason for your refund request.
- Microsoft Store: It is only possible to get a refund directly from Microsoft by following the steps here.
In the case of accidental or unauthorized purchases, we recommend changing your related passwords and, if available, adjusting your account settings to require a password when making a purchase. Below are links to instructions for platforms that offer this option:
Need more help?
You can find information about our social media sites and helpful communities here!
If you have any other questions, feel free to reach out to our support team by tapping on your in-game Menu > Settings > Support, or by tapping the 'Submit a request' link at the bottom of this page. Be sure to include any screenshots of error messages or purchase receipts that may help in investigating the issue.