Gem Purchasing Problem!

Printable View

May 13th, 2014
NeuralFusion

Gem Purchasing Problem!14 Attempts to fix!

So, I accidentily clicked the buy button to purchase 500 gems the other day and I didn't have the money in my account.

I thought it would just do a failed transaction, however It didn't.

I've got money in my account now, and want to buy 2500 gems, however the buttons are grayed out. When clicking, it says " Transaction is pending "

I don't care about that 5$, however I'd like to buy the 2500 gem pack now. Any way I can get this one canceled or get it to go through so I can get 2500?

It's bee roughly 3-4 days(I've bought plenty of gem packs before with no problem, and it was always quick)

Here is a list of things I've tried.

Ticket #3397232

1: PM'd 5 different MOD's - Only 2 replied back, and only a couple times telling me to do things I've already done.(Didn't read thread maybe?) The other MOD didn't have any suggestions, but at least replied honestly and read my thread.(Thank you!)

2: Made this thread, with as you see, no replies from MOD or Staff

3: Emailed them directly

4: Made support ticket from In-Game option

5: Contacted Google - They said it's not on their end, and have gone above and beyond to check, double check, and triple check to be sure of this. It IS on SuperCell's side.

6: Google is in the process of sending a support ticket to their policing department so they will contact the developers at SuperCell

7: Google tried doing a refund to cancel out the order, so I could start another order - Didn't work

8: Connected game to Google Sign in and facebook, Un-Installed and Re-Installed game - Didn't work(also tried deleting app data and cache, still didnt work)

9: Waited over a week from replies

10: Slept hoping it was a dream, I've not woken up yet or It's really happening!!

11: Tried removing google link, closing game, re-opening and re-linking - Did nothing

12: Tried removing google account from tablet, opening game, closing it, and re-adding google account to tablet - Did nothing

13: Tried Device Settings > Application Manager > All > Google Play Services > Force Stop > Uninstall Updates. Restart your device and try again. - Did nothing

14: Sent a 2nd support ticket with the subject line of:
"I'm trying to BUY GEMS but there's a bug on your end!" - Hopefully this will get someones attention.
May 14th, 2014
NeuralFusion

bump still shows pending
May 15th, 2014
NeuralFusion

BUMP

Still having problem. I've contacted google, they said it's cleared on their side and shows successful.

They said they sent a request for refund so it would cancel the order, but it didnt fix problem. They said I have to contact the developer.

I don't care about that 5$! I just want to be able to purchase again! please someone help? Waiting 2 days to purchase more
May 15th, 2014
Unbound

Sorry that you have to deal with this, but this is only something SC can fix %100. So just wait 2-4 months for a reply back from the support team and hopefully this will get fixed.
May 15th, 2014
NeuralFusion

Quote:

Originally Posted by Unbound

Sorry that you have to deal with this, but this is only something SC can fix %100. So just wait 2-4 months for a reply back from the support team and hopefully this will get fixed.

In 2-4 months I'll have everything I want now then there's no point in buying! lol..

I just did the support thing from In-Game - Is that any faster?
May 16th, 2014
NeuralFusion

Still having problem!

Still waiting to buy..

Getting discouraged..

I'm a paying customer, I know SuperCell is really busy, especially with recent updates..

But seriously.. This is getting a little annoying.. You would think they would look at purchasing problem tickets FIRST considering they get money this way...

I've PMed 4 MODs, made this thread, and sent in support ticket..all with no replies
May 16th, 2014
NeuralFusion

What would happen if I un-Installed the game, removed all data from phone, etc etc, and re-installed it?

What would I have to do to get my village restored onto the device? Just log in with email???

I just Un-Installed the game after making sure my Google+ Sign In and Facebook were connected, and that worked so far. Signed in, loaded my village. BAM.. STILL CANT PURCHASE!

I've contacted Google, They are sending it to their dev department that "polices" developers..

hopefully I will get some kind of "hello" out of SuperCell at least.. I'm starting to re-think wether I'm going to do more purchasing or not..
May 16th, 2014
urspace

Quote:

Originally Posted by NeuralFusion

What would happen if I un-Installed the game, removed all data from phone, etc etc, and re-installed it?

What would I have to do to get my village restored onto the device? Just log in with email???

I just Un-Installed the game after making sure my Google+ Sign In and Facebook were connected, and that worked so far. Signed in, loaded my village. BAM.. STILL CANT PURCHASE!

I've contacted Google, They are sending it to their dev department that "polices" developers..

hopefully I will get some kind of "hello" out of SuperCell at least.. I'm starting to re-think wether I'm going to do more purchasing or not..

I honestly don't think the $2.4 Million-Per-Day Company really cares you buy gem or not. You are way too behind on their list. Weeks of waiting time is ridicules.
May 17th, 2014
NeuralFusion

Quote:

Originally Posted by urspace

I honestly don't think the $2.4 Million-Per-Day Company really cares you buy gem or not. You are way too behind on their list. Weeks of waiting time is ridicules.

It Is honestly.

I'm not trying to come off as If I quit buying they lose business, cause I know that's not gonna happen lol..

However, My money is just as good as anyone elses, and ESPECIALLY as a paying customer - I should get better customer service than what's going on now..

I certainly hope they contact me/ fix the problem soon!
May 17th, 2014
KL597

Quote:

Originally Posted by urspace

I honestly don't think the $2.4 Million-Per-Day Company really cares you buy gem or not. You are way too behind on their list. Weeks of waiting time is ridicules.

2.4 mill? Well aren't you a bit behind...

To OP: Try restarting your game VVVV, however you will most likely have to wait

Go to Settings, and then tap 'Apps'.
Tap the 'Running' tab at the top of the Manage Applications screen
Choose the application that you want to stop.
Touch either the Stop or Force Stop button.
May 17th, 2014
KL597

Quote:

Originally Posted by NeuralFusion

It Is honestly.

I'm not trying to come off as If I quit buying they lose business, cause I know that's not gonna happen lol..

However, My money is just as good as anyone elses, and ESPECIALLY as a paying customer - I should get better customer service than what's going on now..

I certainly hope they contact me/ fix the problem soon!

You think that you should get better service because you pay? Sorry to break it to you but millions of people pay for this game
May 17th, 2014
NeuralFusion

Quote:

Originally Posted by KL597

You think that you should get better service because you pay? Sorry to break it to you but millions of people pay for this game

No I understand that completely, and I know I'm very far down on the list compared to the big spenders.. But as a paying customer, no matter how much, you should ALWAYS get good customer service.. Especially on a free to play game like this that people choose to pay.. I've worked in the customer service world for 3 years, and about to start back up.. Doing something like this is what loses your business.

Quote:

Originally Posted by KL597

2.4 mill? Well aren't you a bit behind...

To OP: Try restarting your game VVVV, however you will most likely have to wait

Go to Settings, and then tap 'Apps'.
Tap the 'Running' tab at the top of the Manage Applications screen
Choose the application that you want to stop.
Touch either the Stop or Force Stop button.

I've tried restarting the game, un-Installing and re-Installing it, the only think I have NOT done was
delete all app data, cache, etc etc, uninstall and reinstall.. However, I don't feel comfortable doing that because if I lose my village, then there's another few weeks/months added onto a new support ticket..

Woke up this morning, still not fixed, still no "Hello." from SuperCell.. There was 1 MOD who PM'd me a few times yesterday, but no reply back. He was telling me SuperCell can't do anything??? I'm sure he just didn't fully understand what the problem was.
May 17th, 2014
SorrowCat

Quote:

Originally Posted by NeuralFusion

No I understand that completely, and I know I'm very far down on the list compared to the big spenders.. But as a paying customer, no matter how much, you should ALWAYS get good customer service.. Especially on a free to play game like this that people choose to pay.. I've worked in the customer service world for 3 years, and about to start back up.. Doing something like this is what loses your business.

I've tried restarting the game, un-Installing and re-Installing it, the only think I have NOT done was
delete all app data, cache, etc etc, uninstall and reinstall.. However, I don't feel comfortable doing that because if I lose my village, then there's another few weeks/months added onto a new support ticket..

Woke up this morning, still not fixed, still no "Hello." from SuperCell.. There was 1 MOD who PM'd me a few times yesterday, but no reply back. He was telling me SuperCell can't do anything??? I'm sure he just didn't fully understand what the problem was.

I disagree about the paying service, if SC were to give a better service it should be to everyone
The game does not offer anything that a free player can't get, and it is the user choise to pay knowing this
While I do agree, SC can offer a better service just in general

As long as you have your game link to G+ you can get it back in an android without having to wait

If they tell you that SC can do nothing... try with google, is your best bet (as probably something wrong on their side due to you not having money)
May 17th, 2014
NeuralFusion

Quote:

Originally Posted by SorrowCat

I disagree about the paying service, if SC were to give a better service it should be to everyone
The game does not offer anything that a free player can't get, and it is the user choise to pay knowing this
While I do agree, SC can offer a better service just in general

As long as you have your game link to G+ you can get it back in an android without having to wait

If they tell you that SC can do nothing... try with google, is your best bet (as probably something wrong on their side due to you not having money)

I'll explain this one last time.

It's not on google's side, they show it's already cleared and money was sent. end story.

Everyone should get good customer service yes, but the people who pay should have that extra little bit of speed. Why? Because without us. Without us paying customers.. SuperCell would NOT have this good of a game. Look at it however you want, but SuperCell is in this for the money too, not just the game. Without the money, they would not be able to make the game as good as it is now, and as good as they forsee it in the future.

Without paying customers, It'll end up like one of those dupes in the market.. This game is so much better because of the developers, AND US!

I know it's a ♥♥♥♥ed up way to think about it, but It's true.. They are given more than enough money to have good customer service
May 17th, 2014
SorrowCat

Quote:

Originally Posted by NeuralFusion

I'll explain this one last time.

It's not on google's side, they show it's already cleared and money was sent. end story.

Everyone should get good customer service yes, but the people who pay should have that extra little bit of speed. Why? Because without us. Without us paying customers.. SuperCell would NOT have this good of a game. Look at it however you want, but SuperCell is in this for the money too, not just the game. Without the money, they would not be able to make the game as good as it is now, and as good as they forsee it in the future.

Without paying customers, It'll end up like one of those dupes in the market.. This game is so much better because of the developers, AND US!

I know it's a ♥♥♥♥ed up way to think about it, but It's true.. They are given more than enough money to have good customer service

I have my other way to see it, if SC were to give better service to the paying costumer a lot of people would just see it as a normal game of "pay2win" because people don't really like games like that, and they would say (even more) that SC only cares about money
but I agree with the very last part of what you say, this game is so much better because of everyone

Back to the issue, so, google side off the table, will you try now the "app data, cache, etc etc, uninstall and reinstal"?
May 17th, 2014
NeuralFusion

Quote:

Originally Posted by SorrowCat

I have my other way to see it, if SC were to give better service to the paying costumer a lot of people would just see it as a normal game of "pay2win" because people don't really like games like that, and they would say (even more) that SC only cares about money
but I agree with the very last part of what you say, this game is so much better because of everyone

Back to the issue, so, google side off the table, will you try now the "app data, cache, etc etc, uninstall and reinstal"?

The only thing I've not done yet was remove data, cache, because I'm not sure if I will lose my village. Will it
disconnect my game from google sign in?

I have uninstalled and reinstalled the game though. That didn't work.

p.s. Why would that do anything anyways? Everything is server based, and I'm sure the way they have this is you CANT buy until a transaction has gone through on their side.. that's whats happening right now
May 17th, 2014
SorrowCat

Quote:

Originally Posted by NeuralFusion

The only thing I've not done yet was remove data, cache, because I'm not sure if I will lose my village. Will it
disconnect my game from google sign in?

I have uninstalled and reinstalled the game though. That didn't work.

As long as it is already linked it can't be unlink, you will have to do the tutorial, then connect it again (make sure to be log on the same G+ account that the game is linked) and it should tell you that it have your old village

It doesn't hurt to try

my other idea involves a IOS device
May 17th, 2014
NeuralFusion

Quote:

Originally Posted by SorrowCat

As long as it is already linked it can't be unlink, you will have to do the tutorial, then connect it again (make sure to be log on the same G+ account that the game is linked) and it should tell you that it have your old village

It doesn't hurt to try

my other idea involves a IOS device

*Sigh*
Going to try this.. you have no idea how uncomfortable I am with it though...

I'll post after It's done if it worked..
May 17th, 2014
NeuralFusion

Well.. For future refference I know that the Google+ sign in is great..

Still no fix.. buttons are greyed out and says "Please wait. Transaction is pending."
May 17th, 2014
SorrowCat

Quote:

Originally Posted by NeuralFusion

Well.. For future refference I know that the Google+ sign in is great..

Still no fix.. buttons are greyed out and says "Please wait. Transaction is pending."

I know right?

Well, "Google is in the process of sending a support ticket to their policing department so they will contact the developers at SuperCell" I hope you get an answer soon

SC have stated that they can not check the user data about this (payment and such)
So they always think that something went wrong on google side https://gamesupport.supercell.net/hc...purchase-gems-

So Google, contacting them should solve it
May 17th, 2014
NeuralFusion

Quote:

Originally Posted by SorrowCat

I know right?

Well, "Google is in the process of sending a support ticket to their policing department so they will contact the developers at SuperCell" I hope you get an answer soon

SC have stated that they can not check the user data about this (payment and such)
So they always thing that something went wrong on google side https://gamesupport.supercell.net/hc...purchase-gems-

So Google contacting them should solve it

If I didn't know any better, they are trying to put off as many people as they can onto google..

SuperCell can fix the problem, they just need to freakin do it :(
May 18th, 2014
NeuralFusion

Today, I woke up.. Still no reply from SuperCell..

Any chance a mod or staff member will see this thread today?
May 18th, 2014
Kurnie

Message Apple

My friend recently tried to purchase diamonds on Boom Beach and his 20$ was paid, but did not receive the diamonds. Contact apple to have them refund your money.
May 18th, 2014
shivampaw

Hi,

Go to Device settings > accounts > Google and then remove the Google account. Then open Clash fully and close it again. Then go to Device settings > accounts > Add account > google > existing.

Add the account again and open Clash.
May 18th, 2014
NeuralFusion

Quote:

Originally Posted by shivampaw

Hi,

Go to Device settings > accounts > Google and then remove the Google account. Then open Clash fully and close it again. Then go to Device settings > accounts > Add account > google > existing.

Add the account again and open Clash.

I'm not sure I follow you..

unlink google from clash of clans or my actual device??

*Edit* Tried removing google link, closing game, re-opening and re-linking - Did nothing

*Edit* Tried removing google account from tablet, opening game, closing it, and re-adding google account to tablet - did nothing

Thanks for trying to help though, any other suggestions??

Quote:

Originally Posted by Kurnie

My friend recently tried to purchase diamonds on Boom Beach and his 20$ was paid, but did not receive the diamonds. Contact apple to have them refund your money.

I'd appreciate it if you would read my original post, thanks.
May 18th, 2014
shivampaw

Quote:

Originally Posted by NeuralFusion

I'm not sure I follow you..

unlink google from clash of clans or my actual device??

*Edit* Tried removing google link, closing game, re-opening and re-linking - Did nothing

*Edit* Tried removing google account from tablet, opening game, closing it, and re-adding google account to tablet - did nothing

Thanks for trying to help though, any other suggestions??

I'd appreciate it if you would read my original post, thanks.

Try going to Device Settings > Application Manager > All > Google Play Services > Force Stop > Uninstall Updates.

Restart your device and try again.
May 18th, 2014
NeuralFusion

Quote:

Originally Posted by shivampaw

Try going to Device Settings > Application Manager > All > Google Play Services > Force Stop > Uninstall Updates.

Restart your device and try again.

I've tried that too. but trying again just in case..

This problem is on SuperCells server/transaction side.

Google said it's something on their side because it showed as a complete transaction on Googles end.

I've been waiting for a reply from SuperCell for a long time with no reply =( I really want to spend some money!

*edit* After finishing - still didn't work - This problem is on SuperCell's end
May 19th, 2014
NeuralFusion

1 Day, although I didn't expect that fast of a reply even with fast customer service, no reply on the new ticket..

Still no reply on the old ticket,

still waiting to spend money, but I'm about to decide not too..

So what's the point of SuperCell Staff browsing the forum when the customer service is horribly slow?

I mean seriously, I've seen 3 or 4 of them browsing.. Do they just avoid the bugs section?

I mean hell, Even If I just got a " Hello NeuralFusion! I am so sorry about this problem, but we are working as hard as we can to get to each and every support ticket. Your est wait time is 2 more weeks! "

That would be nice.. Just some SuperCell contact knowing that my thread isn't just being over looked and thrown aside because someone didn't feel like working today.
May 20th, 2014
NeuralFusion

Still no reply.

However, Google is still checking every last inch on their side just to be sure.. They've contacted me several times already to ask me more questions and make sure certain things were checked.

Still waiting on a "Hello" from SuperCell

I don't mean to make this such a big deal, but the fact that I havn't gotten any Staff feedback (Automated email doesn't count) Is what angers me.. I mean c'mon.. I'm trying to give you guys money....
May 20th, 2014
SorrowCat

Quote:

Originally Posted by NeuralFusion

Still no reply.

However, Google is still checking every last inch on their side just to be sure.. They've contacted me several times already to ask me more questions and make sure certain things were checked.

Still waiting on a "Hello" from SuperCell

I don't mean to make this such a big deal, but the fact that I havn't gotten any Staff feedback (Automated email doesn't count) Is what angers me.. I mean c'mon.. I'm trying to give you guys money....

better than nothing I guess
May 20th, 2014
NeuralFusion

Quote:

Originally Posted by SorrowCat

better than nothing I guess

Yea, It's good that Google is double checking everything but they've already said it's def on SuperCell's side

I'm about to go out tonight to the movies proly, so that's about $100 less SuperCell is getting from me now..
May 22nd, 2014
NeuralFusion

Still no fix or contact from SuperCell..

I've decided to spend my money elsewhere, and am considering not ever buying gems again.

At most, if I ever do spend again, It won't be high dollar amounts.