Golden scratch card game missing but payment taken [ Edited ]

[pzk1bj]

Removed by CM. This has been sent via a message already. Duplicate information. 

[yjg1029]

Hi I bought 900 & 300 doughnuts Oct 27. But I didn’t receive any doughnuts in my game. So I connect to your website but there is no any answer or solution. I’ve been play this game when it launched. I didn’t change my phone because there is no account system in that time. I want to keep playing this game so I didn’t change phone. When there is account system appear I was so happy. Now I’m getting upset and offense. I’m Korean but I connect to you in English for more easy to you guys. I hope it would be solve as soon as possible I want to buy the ten Commandments cost 777doughnuts. I will send you my receipts and my ID too pls solve my bug. It's been a more than 1 week I'm getting tired get any answers or solutions from you.

[Muhsterino]

@pzk1bj I have removed your Mayhem ID, it should not be posted on a public forum. 

@yjg1029  @pzk1bj You will need to contact EA to get your donuts, we cannot do that on this forum. This site is for players helping other players. 

[terryjefftx]

@Muhsterino Yes. I understand. I wasn’t asking you to do anything. I wanted others to see existing problem as experienced by others. I edited post and removed most of Mayhem ID.

[EA_Lanna]

Hi folks, 

Just a quick reminder there, Heroes and Champions do not work for EA. They are players just like you who have been recognised by the forums for their many helpful posts and their passion for helping out the community - you guys. If you see a player with a Hero or Champion symbol please show them some appreciation, they spend a lot of time reaching out and sharing their game knowledge with other players because they care. 

I understand things are frustrating right now and there's issues with missing donuts and getting Help tickets to the Support team from inside the game and I'll do my best to make sure your feedback is being shared around this. Saying this we have rules that need to be upheld when using this forum. I've had to remove a few posts for breaking our forum rules and would ask to please keep in mind our forum rules when posting/replying to each other and staff on these boards as it is not ok to spam threads or to be rude. Our forum rules go through these and other rules and if you'd like to read more on them I'll share them here: Answers HQ Forum Rules.

Thanks also for sharing your issues with using the in-game help option. I've tested it myself and will send on a report to flag it with the relevant team. Edited: Information gathered for testing in-game help request issue. Thank you

- Lanna

[jpmckinnon]

This happened to me too , ea has not fixed it yet , bought 900 doughnuts and the game crashed , no doughnuts they got my $ though!

[yjg1029]

I send you mail and write question but there is no answer or any solution. I bought doughnuts twice. but I didn't have any doughnuts. I tired everything you suggest. it all was useless.

[yjg1029]

where should I connect?? I send several time but no any solution or answer. do u know email address or something to connect them??

[11EEvey]

Email is not the best option for help. Chat or phone support during US work hours is best.

You could try EA Help on Twitter.

https://twitter.com/eahelp?lang=en

[EA_Lanna · Accepted solution]

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Marking as Solution for Visibility

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Hi folks, 

If you are missing donuts, the support team will ask you to send in a Help ticket from your TSTO account (not via the website or twitter).

For members having trouble sending in a Help Request from their TSTO accounts on their iPads, we're trying to fix this but in the meantime we have found these steps have helped to reach support from in-game. Please give them a go: 

1. Open TSTO on your iOS tablet and try to create a Help ticket once more from in game (as in this EA Help article)
2. You will get this error message again: “Safari cannot open the page because too many redirects occurred.” 
3. When this happens, please close all Safari tabs and then the game.
4. Head to the Device Settings and then choose 'Safari'. 
5. There will be an option there called 'Request Desktop Site'. Turn OFF the option.
6. Open the game again and try to create a Help ticket from in game.
7. If that error message continues to pop-up please clear History on Safari and try to open a ticket from in game again.

Once your ticket has been created via your TSTO account, please feel free to turn on the 'Request Desktop Site' option if you'd like. 

- Lanna