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[Solutionfor iOS] Bought Carats, didn't get them!

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  • Helpless
    started a topic [Solutionfor iOS] Bought Carats, didn't get them!

    [Solutionfor iOS] Bought Carats, didn't get them!

    Hello dear players, I've seen a couple of threads saying that they bought carats but they never actually got them, so here is the solution for the iOS players.

    First of all, sorry for the inconvenience.
    In the case of iOS (App Store) purchases, Apple has a strict regulation on sharing personal information of their customer.

    Thus, none of your information are shared to us. Their policy makes it difficult for us as a developer to cross check your transactions.

    As Apple does have their own refund policy(https://getsupport.apple.com/Issues.action), we could only suggest you to request refund directly to iTunes for the purchase via iTunes.

    Please check below steps for request refund from App store.

    1) Launch iTunes on either your Mac or PC.

    2) Click on the iTunes Store button if you aren't already in it.

    3) Now click on your email address and enter your password. If you aren't signed in at all, you'll see a general sign in option.

    4) Once you've signed into your account, click on See All under the Purchase History section.

    5) Find the invoice that contains the item in question and click on it.

    6) Click on the button labeled Report a Problem.

    7) Next you'll be taken to another screen that shows the same batch of apps in that invoice. Click on the Report a Problem option next to the specific app purchase in question.

    8) You'll now be routed out of iTunes and to iTunes Support on the web. Simply sign in to your Apple ID that you use for iTunes purchases one more time.

    9) Here you'll see another detailed list of apps that you've recently purchased within the past 90 days. Click on Report a Problem one more time next to the app you're trying to get a refund for.

    10) From the dropdown, select the reason you'd like a refund. There are several options from you not authorizing the purchase to accident purchases. Put any other pertinent information into the text box and hit Submit.

    We understand that this process may be very inconvenient, and apologize that we were not able to assist you from our end.

    Once again, apologize for the inconvenience caused due to the payment failure.

  • edwardlys
    replied
    Hi admin, i've filed a ticket since 5th Jun, until now still haven't get any response and the ticket number will be 7812. Could you please help to have a look or update something??? btw, i'm using facebook platform to purchase the carat...

    Leave a comment:


  • Helpless
    commented on 's reply
    You can file a ticket here:
    http://support.helloherogame.com/support/tickets/new

  • Doengciat
    replied
    can i ask how if i use facebook platform ? i buy 120 to get bonus event but it got problem

    Leave a comment:

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