This has not been talked about, but has been brought up many times on many threads and throughout many online apple game, so I’ll make it clear again.
Sometimes, when you purchase in games or products, you will not receive the item you purchased. This is no time to panic. Your purchase is kept in records of the apple itself, and even if the developers don’t respond when you contacted them with your failed purchase, you can still use the apple team as a last resort.
Before you contact apple, make sure you do the following:
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Force Close your application and reopen it (you can force close it by using 4 fingers to swipe upward on the ipad while in the game… alternatively, press the home button 2 times quickly, then swipe upward with one finger on the game when it’s small. Make sure the game goes off the screen completely, otherwise, it won’t force close. A guide can be found here: https://support.apple.com/en-us/HT201330 ). The server may not have responded quick enough to have the gems show up on your game upon purchase… a simple close and reopen will refresh the game to show any and all changes made
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Contact the developers and tell them your issue. You can contact them via the link here: https://www.facebook.com/NeoMonstersOfficial/ Simply log into facebook, then message them via the message button on their home page just below their main picture at the top. Posting on their home page is not recommended, as they will usually not respond to this (I never got a response this way). When posting, make sure to tell them about your purchase, and have a receipt number and your game account ID ready in case they ask (Your account ID can be found within the game through this process: Online button > Community Button > Add Friend Button > Your Friend Code… if this is wrong, let me know… I never had to do this.), your reciept number can be found on the PC itunes application: Menu Bar > Store > View Account > Log In > Purchase History > See All
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If neither of the above works, then you can resort to contacting apple. You can do it via this link:
http://reportaproblem.apple.com/ Enter your itunes email address and password you used to make the purchase. After successfully logging in, you should be at a page that shows you your purchases. Find the purchase that you made that failed (should be the top one if it was the most recent one), then click “Report a problem”. Fill out the information needed, then submit.
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If the problem still persists, you can contact apple customer support (apple care) at 1-800-275-2273 or email them directly though their website. If you attempt to call them at apple care, the wait may be long (15 minutes-1 hour+), but it will be worth it. And you may be transfered a few times to get a hold of the correct representative. Emailing them directly is slower, but usually gets the job done within 2 weeks. Note that your refund will not show up for up to 1 to 2 business days. Email method is described here: https://getsupport.apple.com/ > Purchases & Billing > Topic is Not Listed. Type in “Purchase Transaction Failed”, then click Continue. Then click email. Fill out all of the fields, then submit. Check your email you use for apple regularly after this.
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If the problem still persists, repeat steps 1-4. If the problem persists after this, then either repeat steps 1-4, or contact your bank/credit card company and/or file a claim. From there, you’re on your own, unfortunately.
I hope this helps everyone who runs into this situation. If there are any errors or misguidances in this, please, let me know so I can change/update this to be as accurate as possible.