How to report gem issues
Occasionally, there are issues with players purchasing gems that do not arrive promptly. While it can take up to 24 hours for a purchased to be credited to an account, if the gems have not been received and the purchase has been charged to account, then a ticket should be submitted. Support tickets can be submitted here.
To make the process faster and prevent unnecessary replies, please submit the following information in the ticket:
- Player Name
- Date of Purchase
- Amount of gems purchased
- Method of Payment (credit card, type of gift card, PayPal)
- Vendor used (Xsolla or PayPal)
- Transaction number (for PayPal)
if possible, please include a screen shot of the purchase information, as that should include all the relevant information. You may get a request for a screen shot if the ticket cannot be processed with the information sent.
Important Tips:
- Do not send a ticket without the purchase information. It will only generate a reply requesting information and delay resolution
- Do not reverse the charges before the issue is resolved. Gems credited to an account where the charges are then reversed will cause the account to be locked automatically.
- Do not report the gem issues in chat, as these cannot be tracked and cannot be forwarded to customer service to address.
For all the players who have experienced difficulty when purchasing gems, we thank you for your patience.
Happy Settling