Hiya.
I am very sure there is some problems in gem purchase. I did two times to put my gem card code in the blank and clicked redeem. It says successful . But actually no gem incoming. This problem happened twice to me. Please help me get gem back asap.
Sometimes processing delays can happen. I would wait a day and if the funds don’t appear in your account open a ticket with support.
Do not call your bank or credit card company and have them cancel the order. If the order didn’t go through the charge you are seeing on your sheet will disappear. Open a ticket with support and they will be able to help you.
Don’t forget that sometimes when you charge something to your credit card, it puts a hold on the funds, and it will appear on your card, but it’s not actually a charge, just a hold. If the charge doesn’t go through after a few days, the hold is released. It’s a way for banks/companies to ensure you don’t go over your limit. It’s possible the “Charge” you are seeing is really a hold on your account and will disappear after a few days.
If the amount is still there and you still don’t have the funds, always contact support and let them know what is going on. Also, make sure to get the reference number for the charge as that will help with the tickets.
I hope that you’re right, Ellieanna. I just tried to purchase gems multiple times with no success. If they all go through, I’ll have a lot of gems, but it’ll credit my bank account a huge amount. <:(
Edit: That being said, I still got a “Failed” message with each attempt, so I’m hoping that they didn’t go through so that, when this problem is resolved, I can buy gems without worry.
I just wanted to ask if everyone was ok with this now. We occasionally have a momentary glitch with the store — as any business does — where items are a bit delayed in delivery. Did you all get your gems? Anyone else having problems with gem delivery?
As a general rule, if you ever have issues of this kind, please do submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form and we’ll do our utmost to help you.
As suggested in this thread, the absolute worst thing you can do is do a charge-back. There’s no need to do it, we definitely do not want to charge you for goods you don’t receive! And with a charge-back, we are required for various reasons to close the game account when a charge-back is processed. (The person will get his/her money back, of course, but that would happen by contacting us, so it’s six of one, half-dozen of the other and contacting us keeps your account in good standing.)
I have this problem too, already send ticket to support and I am so happy that my money is gone and that the support does not take the time to answer me when i have waited days for them to answer!
I didnt get the gems when accepting them from the gem code.
Atleast a human response would be nice and not a automail.
Should’nt have to wait days to get help with such an easy request especially when i already paid for something.
I have this problem too, already send ticket to support and I am so happy that my money is gone and that the support does not take the time to answer me when i have waited days for them to answer!
I didnt get the gems when accepting them from the gem code.
Atleast a human response would be nice and not a automail.
Should’nt have to wait days to get help with such an easy request especially when i already paid for something.
Tickets are answered in the order received. There’s no way to see what is “an easy answer” and what will take an agent hours to resolve. In order to determine that, we’d need to open each ticket, kitten the situation, and prioritize the matter. By that time, we might as well answer the ticket.
So I understand that you’d like a faster response, but I can assure you an agent will respond just as soon as possible!
I just checked your ticket history, and I note that you submitted a duplicate ticket today. I’ve closed that, put the info you provided into the first ticket, and an agent will respond to you. Duplicate tickets delay responses, so please do not submit additional tickets.
