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Android/Google Play Purchase Issues and Refunds

Contents

Purchase Not Received

Unauthorized Purchases/Refunds

Disabling In-App Purchases

Unable to Make Purchases 

 

Purchase Not Received

I purchased items in DragonVale World 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 (support@backflipstudios.com) 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 copy of your Google Play receipt reflecting the missing purchase. 

2. Your DragonVale World park information. Please see below for more details on what information to include. 

 

 

1. Sending Your Receipt

You can take a screenshot of the receipt or copy and paste the information from the email that was sent to you after making the purchase, but we do need this information in order to credit the purchase. Whichever method you choose, please be sure it includes the date, order number, and the item purchased i.e., "Sack of Gems". 

 

2. Information We Will Need to Find Your Park

If your park is connected to Game Center or Facebook, please provide your Game Center nickname or the full first and last name as it appears on your Facebook profile page, as well as your current park level.

 

If your park is not connected to Game Center or Facebook, please respond with your DragonVale World park name and your current park level. You can find your park name in the menu at the top of the park select screen.

 

Note: If you are currently inside your park you will need to tap the Options icon, then tap "Park Select" to access the park select screen.

 

What to Expect After Contacting Us 

We'll follow up with you as soon as we're able and get your purchases added to your park. For future purchases, please make sure that you are strongly connected to WiFi/3G/4G as this is usually the cause of most purchases not being transmitted. Thanks very much 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 support.google.com
  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 DragonVale World.

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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