Did not receive items

[1jsun]

I purchased the galactic upgrade kit 2 through the web store, but it said the purchase was not successful. However for some reason I was still charged twice for this purchase. 

[EA_Lanna · Accepted solution]

Hi @1jsun,

I'm sorry to hear you were charged twice for that purchase and didn't get the content after. Our support team can look into missing content reports for you and may be able to help with the double-charge too.  

Could you please gather proof of purchase using the steps here: How to provide proof of purchase. Under the article title you'll see platforms listed, click on the iTunes App Store or Google Play to jump down to their section for more information on what the live support team will need you to send them for purchase made in our games on those devices. 

Once you're ready with your proof of purchase, please get in touch with our support team. 🙂 They'll take a look into this and let you know what they can do to help from there. For EA mobile games, your best bet is to reach out to them starting from the in-game support options. Otherwise your data will not carry over. To start live help in game, follow these instructions.

1. Open STAR WARS GALAXY HEROES app on your phone
2. Click on Account management
3. Click Help
4. Select support option.

- EA_Lanna

[KirIngiramy]

Contact your bank and try to cancel the transaction, if it's blocked and not yet transferred they can do it quick (for my bank it takes about 2-4 hours and therefore was useless by when I finished conversation with the support team of the game, but afaik some banks take up to 48 hours to complete the transfer). 

Otherwise -- unfortunately you should submit fraud ticket to your bank and they should review your case with receiver's bank, for my bank it takes up to 180 days.

Being their paying customer is fairly sad experience though, as noone is going to help you and essentially they would just redirect you to someone else. 

Happened to me with ~$130 worth of packs, here's the response: 

On the provided website, you'll get response like this: 

Which would in turn link you to this page, crossing the circle: 

Bringing this up to the in-game support again would likely result into something like this: 

They don't see the transaction in their (bugged) system and won't compensate you with the content you paid for and won't collaborate on the refund. 

Sorry to bring this up, but hopefully it could be helpful. 

[SanSdtBarbarossa]

@KirIngiramy could you please share your allycode?

[KirIngiramy]

Sure, it's 516-136-481. 

[rename1010]

Ive had this problem multiple times, and in one instance lost access to one of my accounts because of it

They wont help you here, or in game or anywhere else to retrieve it all you can do is request a refund (if youre lucky theyll refund it and your rewards will show up)

As a frequent candidate of this bug just trying to save you some time because ive jumped through all the hoops, just request a refund and good luck.

[KirIngiramy]

true, based and very relatable. nevertheless, it's kinda sad their policy for this kind of matter is to simply ignore it, hoping that it might eventually disappear.

[EA_Lanna · Accepted solution]

Hi @1jsun,

I'm sorry to hear you were charged twice for that purchase and didn't get the content after. Our support team can look into missing content reports for you and may be able to help with the double-charge too.  

Could you please gather proof of purchase using the steps here: How to provide proof of purchase. Under the article title you'll see platforms listed, click on the iTunes App Store or Google Play to jump down to their section for more information on what the live support team will need you to send them for purchase made in our games on those devices. 

Once you're ready with your proof of purchase, please get in touch with our support team. 🙂 They'll take a look into this and let you know what they can do to help from there. For EA mobile games, your best bet is to reach out to them starting from the in-game support options. Otherwise your data will not carry over. To start live help in game, follow these instructions.

1. Open STAR WARS GALAXY HEROES app on your phone
2. Click on Account management
3. Click Help
4. Select support option.

- EA_Lanna