Thank you for contacting Clash of Clans' Player Support!
We wish we could assist you today personally, but due to very high ticket numbers we’re sending our players this in-game order FAQ. It’s designed to help our customers with their most common queries regarding in-game orders via Google. You should be able to find the information you are looking for under the appropriate category below.
YOU ARE HAVING TROUBLE PAYING FOR YOUR ORDER
All payments for orders in our game are processed by the Google Play Store, never by Supercell. If your transaction failed for whatever reason (often due to “high risk” or a declined credit card), we would kindly ask you to contact Google for support at https://support.google.com/googleplay/?hl=en#. You can also check your payment settings and your order's status by going to your Google Wallet page at wallet.google.com.
YOUR ORDER DID NOT ARRIVE
Gems usually arrive immediately, but on occasion it can take a little while for orders to be processed. Also, don’t forget that gems are always delivered to the village you ordered them from. If you have waited for your gems for more than 24h and made sure they haven’t been spent, please reply with a full receipt (a bank statement is not enough for us to track down an order). We’re very sorry about any delays to orders. Rest assured that we are working with Google to eliminate them.
YOU HAVE LOST ACCESS TO THE VILLAGE YOU ORDERED GEMS TO
Please reply with the exact village name, clan name, Town Hall level and XP level of your lost village **and** your current village. Also, please make sure to connect your current village to Google+ Sign-In prior to contacting us.
YOU WOULD LIKE TO CHANGE OR CANCEL AN UNINTENTIONAL, MISTAKEN OR INCORRECT ORDER
Unfortunately, gems bought in the Clash of Clans in-game shop are final and non-refundable. We only consider refunds in exceptional cases.
If you would still like to proceed with a refund request, first please check your Google Wallet at wallet.google.com to confirm that your order was in fact charged. If your refund request comprises 10 transactions or more, please contact Google customer support with your request directly -- we at Supercell do not have the means to process refunds of such scale. Otherwise, please reply with the following three pieces of information concerning your purchase:
1. Who is the owner of the device used for the purchase(s)?
2. Who was using the device at the time of the purchase(s)?
3. Who is the owner of the Google account that was used for the purchase(s)?
4. Why would you like to request a refund?
All payments for orders in our game are processed entirely by the Google Play Store, never by Supercell. If you find any suspicious activity on your Google account, please contact Google’s customer support to check the security status of your account as soon as possible. You can reach Google at https://support.google.com/googleplay/?hl=en#. You can also check the access logs for your Google account at security.google.com. Rest assured the Supercell will never make any unauthorised, arbitrary or subscription-based charges to your Google account.
YOU WOULD LIKE US TO EDIT OR REMOVE YOUR PAYMENT METHOD OR MAKE ANY OTHER CHANGES TO YOUR GOOGLE ACCOUNT
All payments for orders in our game are processed by the Google Play Store, never by Supercell, and we have no access to your payment method details. You can edit or remove your payment methods by logging into your Google Wallet account at wallet.google.com.
ANY OTHER UNRESOLVED ISSUE
Please reply to this message and let me know if you still need assistance. One of our Player Support agents will get back to you as soon as they can.
Thanks again for your cooperation and patience.
Kind regards,
Thank you for contacting Clash of Clans' Player Support!We wish we could assist you today personally, but due to very high ticket numbers we’re sending our players this in-game order FAQ. It’s designed to help our customers with their most common queries regarding in-game orders via Google. You should be able to find the information you are looking for under the appropriate category below.YOU ARE HAVING TROUBLE PAYING FOR YOUR ORDERAll payments for orders in our game are processed by the Google Play Store, never by Supercell. If your transaction failed for whatever reason (often due to “high risk” or a declined credit card), we would kindly ask you to contact Google for support at https://support.google.com/googleplay/?hl=en#. You can also check your payment settings and your order's status by going to your Google Wallet page at wallet.google.com.YOUR ORDER DID NOT ARRIVEGems usually arrive immediately, but on occasion it can take a little while for orders to be processed. Also, don’t forget that gems are always delivered to the village you ordered them from. If you have waited for your gems for more than 24h and made sure they haven’t been spent, please reply with a full receipt (a bank statement is not enough for us to track down an order). We’re very sorry about any delays to orders. Rest assured that we are working with Google to eliminate them.YOU HAVE LOST ACCESS TO THE VILLAGE YOU ORDERED GEMS TOPlease reply with the exact village name, clan name, Town Hall level and XP level of your lost village **and** your current village. Also, please make sure to connect your current village to Google+ Sign-In prior to contacting us.YOU WOULD LIKE TO CHANGE OR CANCEL AN UNINTENTIONAL, MISTAKEN OR INCORRECT ORDERUnfortunately, gems bought in the Clash of Clans in-game shop are final and non-refundable. We only consider refunds in exceptional cases.If you would still like to proceed with a refund request, first please check your Google Wallet at wallet.google.com to confirm that your order was in fact charged. If your refund request comprises 10 transactions or more, please contact Google customer support with your request directly -- we at Supercell do not have the means to process refunds of such scale. Otherwise, please reply with the following three pieces of information concerning your purchase:1. Who is the owner of the device used for the purchase(s)?2. Who was using the device at the time of the purchase(s)?3. Who is the owner of the Google account that was used for the purchase(s)?4. Why would you like to request a refund?All payments for orders in our game are processed entirely by the Google Play Store, never by Supercell. If you find any suspicious activity on your Google account, please contact Google’s customer support to check the security status of your account as soon as possible. You can reach Google at https://support.google.com/googleplay/?hl=en#. You can also check the access logs for your Google account at security.google.com. Rest assured the Supercell will never make any unauthorised, arbitrary or subscription-based charges to your Google account.
YOU WOULD LIKE US TO EDIT OR REMOVE YOUR PAYMENT METHOD OR MAKE ANY OTHER CHANGES TO YOUR GOOGLE ACCOUNT
All payments for orders in our game are processed by the Google Play Store, never by Supercell, and we have no access to your payment method details. You can edit or remove your payment methods by logging into your Google Wallet account at wallet.google.com.
ANY OTHER UNRESOLVED ISSUE
Please reply to this message and let me know if you still need assistance. One of our Player Support agents will get back to you as soon as they can.
Thanks again for your cooperation and patience.
Kind regards,
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