Android/Google Play Purchase Issues and Refunds


Purchase Not Received

Unauthorized Purchases/Refunds

Disabling In-App Purchases

Unable to Make Purchases


Purchase Not Received

I purchased items in Spellfall but I haven't received them yet!

We're very sorry to hear that your purchase hasn't arrived! Sometimes purchases do not process correctly due to server connection issues and are not delivered in a timely manner, or at all. We apologize for this inconvenience and would be more than happy to get the missing items added to your game.

Please send us an email ( or submit a support request using the link at the top of this page. When you send your email, please include these 2 things:

1. A screenshot or copy/paste of your emailed Google Play receipt reflecting the missing purchase

2. Your Spellfall restore purchase code


How to find your restore purchase code

To find your restore purchase code, open Spellfall, tap on the Options icon, then tap on "Restore Purchases". You will see a nine-digit code (ex: 3h7-dop-3ki) at the bottom. Please include this number in your reply.



We'll follow up with you as soon as we're able and get your purchases credited to your account. For future purchases, please make sure that you are strongly connected to WiFi/3G/4G as this is usually the cause of most items not being added. Thanks for your patience!


Unauthorized Purchases/Refunds

Someone made an unauthorized purchase on my account and I would like a refund. What should I do?

Unfortunately, we don't have the ability to provide a refund directly as all billing is handled by Google. If you would like to request a refund from Google Play, please follow the directions below:

  1. On your computer, go to
  2. Find the Google Play Icon
  3. Click the option for "Purchasing and Downloading", then click "Downloading on Google Play"
  4. From the menu, select "Return & Cancel Purchases"
  5. From the next menu, select "Problems with in-app purchases"
  6. Under "Option 2: Request a refund" click the link that says "contact our support team"
  7. Fill in the appropriate information and a customer support rep will get in touch with you.

Please note that delivery of funds to your account can take 10-14 business days to clear. We have absolutely no control or influence on this process and ask for your patience. 


Disabling In-App Purchases

A few notes about unauthorized purchases 

Devices that don't have restrictions enabled are a direct line from the device to your credit card. You MUST enable authentication to prevent unauthorized purchases.


To enable authentication on your device, please follow these instructions:

Note: These instructions may vary depending on which Android device you are using and what operating system is installed. If you have any issues, please contact Google Play for assistance.

  1. Open the Google Play Store app
  2. Press Menu and then touch Settings
  3. Touch "require authentication for purchases"
  4. In the window that pops up, select "for all purchases through Google Play on this device"

You will now be required to enter your password for all in app purchases. Please note that this is a device-specific setting, so if you are playing on more than one device you would need to change this setting on your other devices as well.

The ONLY way to permanently ensure that unauthorized/unintended purchases are not made is to remove your credit card from the account. We recommend this especially if children have access to the device(s). 


Unable to Make Purchases

I am unable to make purchases in Spellfall.

If you are unable to make a purchase in the game, please check that your device has been enabled to make in-app purchases.

  1. Open the Google Play Store app
  2. Tap the menu button then select "settings"
  3. Scroll down to where it says "parental controls" and tap on it
  4. In the next window, be sure that parental controls are disabled


Next, make sure your billing account information in Google Play is up to date.

  1. Open the Google Play Store app
  2. Tap the menu icon in the upper left
  3. Select “My Account”
  4. Select “Add Payment Method” or “More Payment Settings” and ensure your payment method is correct and up to date.


Also, please ensure you have the correct date/time settings on your device.

  1. Tap your “Settings” icon
  2. Select “Date and Time”
  3. Ensure that the Time Zone/Time and Date are correct and set to automatic


Verify you have a strong signal during the purchase attempt.

If your settings are correct and you are still having issues, it may be caused by poor connectivity during the purchase attempt. Please make sure your device is connected to a strong wifi or mobile data connection (Verizon, AT&T, Sprint, etc.).


I've tried all the steps above, but I am still unable to make a purchase.

If you have checked your settings and connection and are still having trouble, please contact Google Support for assistance with your Google Play account.


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