I regret a purchase I made. Can I get a refund?
As a general rule, all purchases are final, and we do not provide refunds.
However, we also understand that accidents happen, and under certain circumstances, we will consider making an exception. These circumstances are:
- The effects of the purchase can be completely reversed.
- The request was made shortly after the purchase was made.
- No previous refunds have been issued to the account.
Reversing the Effects of the Purchase
We are not able to issue partial refunds, so to issue a refund at all, the purchase needs to be reverted in its entirety. Reasons for why a purchase can’t be reverted include, but are not limited to:
- Gems have been spent.
- A buff has been activated.
- A subscription has begun.
- The purchase includes a component of randomness (RNG).
Essentially, anything that changes the account, even in a small way, is considered to be irreversible.
Time Limit
Please be aware that we’re only able to process refunds requested within a few days of the purchase, so if you make a mistake, make sure to contact us immediately.
How to request a refund
Once you've decided that you want to submit a refund request, make sure you have all the relevant information available. To identify your account and your purchase, we need the following details:
- Nickname AND Tag
- Just the Nickname is not enough
- The Account Number will work too.
- Server
- The name of the purchased package/resource
- GPA number (Google only - can be found on the receipt)
Once you've collected all the details, click on the Contact Support button, select Payments & Money, and then Refund Request.
I made a purchase but didn’t get anything!
If you bought something but did not receive it, please check this article.
What if I request a refund from Apple or Google?
When you request a refund through a payment provider such as Apple or Google, your money is reclaimed from us. However, this is a financial transaction that takes place outside the game, and the effects of the purchase are not reverted. This means that your account still has all the benefits of the purchase without having paid for it.
If this happens, your account will be permanently locked by one of our automated security systems, and you will no longer be able to access your account.
To unlock your account, the full amount of the reclaimed payment must be repaid. Please note that this option is only available once. If your account is locked due to a reclaimed payment a second time, it will not be eligible for unlocking.
Should you find that your account has been locked after you requested a refund through Apple or Google, please contact our support team for assistance, and make sure to include the user number you see in the suspension message..