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iOS/iTunes Purchase Issues and Refunds

Contents

Purchase Not Received

Unauthorized Purchases/Refunds

Disabling In-App Purchases

Charged Multiple Times

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 screenshot of your iTunes receipt reflecting the missing purchase.

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

   

1. How to Take a Screenshot

 

Screenshot.png

You can take a screenshot of your receipt (press the home and lock button simultaneously to take a picture of your screen) or, if you can't find your receipt, please click here and take a screenshot of your purchase history.

 

 

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 are unable to provide refunds directly as all billing is completely handled by Apple. We have absolutely no access to any billing or account information, but you can request a refund by following the instructions below:

  1. Click the following link: https://getsupport.apple.com/
  2. Click on "iTunes & Apple Music"
  3. Click "iTunes Store"
  4. Select "Purchases, Billing, and Redemption" from the menu on the next page
  5. Select the appropriate category on the next page and choose how you would like to be contacted.    

An Apple Customer Service Representative should get in touch with you shortly depending on what method you chose for follow-up.

 

Disabling In-App Purchases

How can I disable in-app purchases?

You can disable in-app purchases in your device’s Settings app:

  1. Tap your “Settings” icon
  2. Select “General”
  3. Select “Restrictions”
  4. Scroll down to “In-App Purchases” and make sure that the toggle switch is set to the “OFF” position

 

Charged Multiple Times

I entered my password once to buy one item only. Why does my iTunes bill show multiple purchases made on the same day?

We often get support emails from parents who say they've entered the password on the device to approve one $1.99 purchase but when the iTunes receipt comes, the charges are much higher with multiple purchases being made in a short time period. The reason your child was able to continue making purchases on the device after you'd entered the password is because there is a 15-minute window where purchases can continue to be made without entering a password. Unfortunately this is an Apple design but you can change this in Settings: 

  1. Go to Settings on the device
  2. Tap General
  3. Tap Restrictions
  4. Tap "Enable Restrictions" (If you already have restrictions enabled, skip this step). You'll be asked to enter a four digit password - we suggest you write this down - and confirm it
  5. Scroll down to "Require Password"
  6. Tap "Immediately" - this will require your password with every purchase 

PLEASE NOTE: The 15 minute window is reset each time a purchase is made within the window. For instance if your child makes a purchase at minute 14, right before the window closes, it will reset the window for another 15 minutes. Disabling this feature is the best way to avoid this issue.

 

Unable to Make Purchases

I’m 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. Tap your “Settings” icon
  2. Select “General”
  3. Select “Restrictions”
  4. Scroll down to “In-App Purchases” and make sure that the toggle switch is set to “ON”

 

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

  1. Tap your "Settings" icon
  2. Select "iTunes & App Store"
  3. Tap your Apple ID
  4. Tap "View Apple ID"
  5. Tap "Payment Information" 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 “General”
  3. Select “Date & Time” and ensure that the Time Zone/Time and Date are correct

 

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.).

 

If you are receiving a message saying "This app was purchased with a different Apple ID":

In some cases, if you downloaded an app using one Apple ID but subsequently changed Apple ID's, you will be notified that you must purchase the App before you can make In App Purchases. To correct this, you must uninstall DragonVale World and reinstall it under the new Apple ID.

IMPORTANT: If you are playing locally, meaning you are not using Game Center to save your progress, DO NOT UNINSTALL DragonVale World. Please send us an email first. 

To Uninstall:

  1. Uninstall by tapping and holding the DragonVale World icon and tapping the 'x'
  2. Reinstall DragonVale World through the App Store
  3. Open DragonVale World and attempt to make a purchase

 

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 Apple Support for assistance with your iTunes account.

 

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