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Thread: NH member who canít get into Valley. It says she has -58 diamonds and cannot enter

  1. #1
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    NH member who canít get into Valley. It says she has -58 diamonds and cannot enter

    What the heck is that message about? She has exited; re-entered; forced stop; deleted HD and reinstalled and nothing helped. She is really upset because she is one of the few in our hood who actually likes the Valley but after the dramatic rewards changes overnight, it isnít like she is missing anything really.

    Any suggestions because of course Help and Support responses are nonsensical?

  2. #2
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    Quote Originally Posted by HeaveninTN View Post
    What the heck is that message about? She has exited; re-entered; forced stop; deleted HD and reinstalled and nothing helped. She is really upset because she is one of the few in our hood who actually likes the Valley but after the dramatic rewards changes overnight, it isnít like she is missing anything really.

    Any suggestions because of course Help and Support responses are nonsensical?

    She was able to finally get in Valley but Help and Support now help on why she was at -100 diamonds, bought a bag of diamonds and now is at -53.
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  3. #3
    WussyPuss's Avatar
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    Quote Originally Posted by HeaveninTN View Post
    She was able to finally get in Valley but Help and Support now help on why she was at -100 diamonds, bought a bag of diamonds and now is at -53.
    It has been reported that some people make diamond purchases and for whatever reason, request a refund. If some or all of the diamonds have been spent, a negative balance will be left. Any new purchases will be applied towards the negative balance first.

    regardless, game support is your friends only option
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  4. #4
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    Quote Originally Posted by WussyPuss View Post
    It has been reported that some people make diamond purchases and for whatever reason, request a refund. If some or all of the diamonds have been spent, a negative balance will be left. Any new purchases will be applied towards the negative balance first.

    regardless, game support is your friends only option
    Thank you. They did get back to her. It had something to do with an issue with her loss of connection in the middle of the purchase. Apple verified that the purchase was completed and paid for by my NH friend and game support credited her with the diamonds she paid for twice since they deducted diamonds they had never credited her with in the first place (resulting in the negative balance). It took about a day to get it straightened out, but it is resolved.

    Thank you you very much for the response.

  5. #5
    WussyPuss's Avatar
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    Quote Originally Posted by HeaveninTN View Post
    Thank you. They did get back to her. It had something to do with an issue with her loss of connection in the middle of the purchase. Apple verified that the purchase was completed and paid for by my NH friend and game support credited her with the diamonds she paid for twice since they deducted diamonds they had never credited her with in the first place (resulting in the negative balance). It took about a day to get it straightened out, but it is resolved.

    Thank you you very much for the response.

    Oh, wonderful and good on you for reporting back

    it helps us forumers immensely when we have this kind of feedback
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  6. #6
    How was your friend able to get ahold of a support person.

  7. #7
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    Quote Originally Posted by Njoylife10 View Post
    How was your friend able to get ahold of a support person.
    yes, I posted above that it was respolved. It was a connection issue. They confirmed she paid for diamonds and it was resolved by support. Took a couple of days (because of time differences) but it was resolved.
    Last edited by HeaveninTN; August 15th, 2019 at 09:24 PM.

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