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Thread: Welcome! Please Read!

  1. #1
    Diamond Member Contributor Level 9 Allen's Avatar
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    Exclamation Welcome! Please Read!


    Dear Leaders,
    This category is a supplement of our Customer Support Team.
    We do recommend you to contact our support team via the in-game Support button, which is also the direct and the fastest way to have your billing issue resolved.


    1. Tap on your Avatar on the upper left corner of your game screen

    2. Tap on "Support" in the pop-up window

    3. Tap on "Customer Service"

    4. Tap on "Billing Issue"

    5. Describe your issue in detail then click Send:
    Account ID:
    Server:
    Receipt/Order Number: Can be found through your mail from Google Play or iTunes account.
    It would be a great help for us to fix your billing issue more effectively If you can provide these with a screenshot.

    Last but not the least, as a public forum, please DO hide your personal information in your screenshot.


    Thank you for your assistance!
    Cheers
    Heroes Charge Forum Agent Team
    Last edited by Allen; 09-26-2014 at 03:09 AM.

  2. #2

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    Problem with gems.

    Hello, I have a problem like others with gems. Paid ~ 5.00 USD and nothing... No gems... Help please.
    Account ID: 1732548
    Server: 7
    And screenshots:
    2WryGVOYe0U.jpgPQf27FVA5hk.jpg
    Last edited by Ygritte; 09-24-2014 at 09:17 PM. Reason: Screenshots

  3. #3
    Iron Member Contributor Level 1
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    Exclamation

    I've sent your support email the details of the failed transaction I had earlier today. It would be nice if you could action it soon please.

    Email : 3ffekt@gmail.com
    ---------.-.-.-.-.-.-.-.----------.-.-.-.-.-.-.-------------.-.-.-.-.-.-.-------
    LV46 - Paradox - Guild Leader of Anarchy - Swordbreaker Server
    ---------'-'-'-'-'-'-'-'-'----------------------------------'-'-'-'-'-'-'-'-'--

  4. #4
    Iron Member Contributor Level 2
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    Help please montly gems missing

    Hi
    My id is 2291354
    My game name is sweet lv35 server 12
    I paid for $2.99 monthly card and the order number from itune receipt is MH7LH4ZLH8.
    However, I did not receive any gifts nor gems. No items no gems are delivered to my account id at all. I m very frustrating now. Please help me.
    I do not know how to create a screen shot in here. I wish that you can check from my order id provided above.

  5. #5
    Bronze Member Contributor Level 4
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    same problem

    Hi
    My id is 2291354
    My game name is sweet lv35 server 12
    I paid for $2.99 monthly card and the order number from itune receipt is MH7LH4ZLH8.
    However, I did not receive any gifts nor gems. No items no gems are delivered to my account id at all. I m very frustrating now. Please help me.
    I do not know how to create a screen shot in here. I wish that you can check from my order id provided above.[/QUOTE]


    I have same problem too.

    My id is 1966911

    My game name is Maximus06 lv 50 server 9 swordmaster.

    I paid for $2.99 monthly card and the order number from itune receipt is MHTGYYMJGD ( itunes number : 142085256109). But I did not receive any gifts or gems.

    Then i paid again later. There was no problem. I bought only in 1-2 seconds. But still I waiting my first monthly card. Please check my account, order and receipt.

    screen shot :

    unnamed.jpg
    Please send me my lost monthly card. Best regards.
    Attached Images Attached Images
    Last edited by Maximus; 10-11-2014 at 07:57 AM.

  6. #6

    monthly card..

    1 aspirin rose
    2 server 13 shaman
    3 id account 2401185
    4 problem
    30.04.14
    I bought monthly card. But in game it's don't activated. Please help.and I think about small compensation. Screen did later. When you ask me about them.
    P.s added screen to support@ucool.com
    Last edited by Aspirin Rose; 10-30-2014 at 12:43 PM.

  7. #7

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    Billing problem

    Hi,

    I have sent email from game and no reply.

    I bought today silver chest.
    When opening game I am getting: Connection error Cannot connect to iTunes Store.

    My id: 4287604
    Server: 29

    P.S. Also I registered via iCloud account, and was not able to activate it, so maybe spam problems there

    Regards
    Yevhen

  8. #8

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    I did not receive gems

    I did not receive gems
    id:4478771
    server:33
    Paid 19.99 USD
    Screenshot_2014-11-10-18-34-44.jpgScreenshot_2014-11-10-18-36-30.jpg

  9. #9
    Bronze Member Contributor Level 3
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    Dont get my gems

    Hello i bought 1345 gems First and i got the succesfull purchased sign from App store but i dont got my gems so i klicked again on the 1345 gems and App store told me again succesfull purchased but i dont get it... What to do now?

    Ingamename: Okan_Breezy
    Server 7
    AccID: 1747064

  10. #10

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    Problem using my gems just after i got them...

    Server : Vaastro

    Player name : Voltlaface (Vip 8)

    ID : 4947460

    This afternoon, saturday the 15th november (approximatly 16pm) , i was buying this 99,99$ pack and purchased it good. Then, i used them to purchase some 10x Golds chest.
    The problem is about my last buying action. In fact i was playing in an area that doesnt connect me correctly to the game, then i had some lag issues during those actions, so i jumped from 5300 > 250 gems ! i would save 2500 gems but i just got 10 chest in this last action and 250 gems left. I already tryed to send you a request from that game, but i dunno if you received it so i found your web site. May you do something about it please ?
    (i payed to my wife to be Vip7 indeed... Elerinna, same server, same Guild)

    Thanks for understanding

  11. #11

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    не пришли деньги в игре чего делать??

    Вчера закинул с телефона в игру 1833 рубля. С телефона деньги ушли, в игру так и непоступили ,отправил в службу поддержки 2 письми,ни на одно письмо не получил ответа.как долго будут идти деньги и почему такие сбои происходят????
    Last edited by karlan; 11-21-2014 at 12:25 PM. Reason: хочу добавить скриншоты

  12. #12

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    where my answer?

    Update on Your Request {821218}
    Dear Leader,

    Since Apple do not offer a refund service for game developers, we are not able to refund your payment. If you agree, we can arrange a delivery of your gems immediately. What do you say?

    Best Regards,

    Ember

    May i know how much gem are you guys giving to me and when will i receive it?I send many email to you guys but you guus keep ignoring me.

  13. #13
    Diamond Member Contributor Level 9 Allen's Avatar
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    Quote Originally Posted by karlan View Post
    Вчера закинул с телефона в игру 1833 рубля. С телефона деньги ушли, в игру так и непоступили ,отправил в службу поддержки 2 письми,ни на одно письмо не получил ответа.как долго будут идти деньги и почему такие сбои происходят????
    Dear Leader,
    Please accept our sincere apology for any inconvenience caused by this issue.
    In this case can you help us by providing the screen shot of the one you didn't get credit for? We actually need a receipt and confirmation email from iTunes/Google Play.
    We appreciate your cooperation and patience in this matter.
    Thank you for playing Heroes Charge.
    Best Regards
    Allen

  14. #14
    Diamond Member Contributor Level 9 Allen's Avatar
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    Quote Originally Posted by loon View Post
    Update on Your Request {821218}
    Dear Leader,

    Since Apple do not offer a refund service for game developers, we are not able to refund your payment. If you agree, we can arrange a delivery of your gems immediately. What do you say?

    Best Regards,

    Ember

    May i know how much gem are you guys giving to me and when will i receive it?I send many email to you guys but you guus keep ignoring me.
    Dear Leader,
    Could you double-check the ticket number for the one you input can not be found. Thank you!
    Best Regards
    Allen

  15. #15

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    achat non desiré

    Bonjour,

    j'ai envoyé plusieurs mail depuis hier pour un achat non désiré de gemmes d'un montant de 75 euro...
    Sans doute mon fils vu que mes carte bancaire son enregistré et que donc pour un achat il n'a besoin d'aucun code de validation pour effectuer des achats je trouve ça honteux !

    J’espère un remboursement au plus vite je ne peux pas me permettre un tel achat vous comprenez !?

    Mon Id: 4948667
    Mon nom Lord man

    hello,

    I sent several mail from yesterday to an unwanted purchase gems in the amount of 75 euro ...
    No doubt my son saw my credit card's registered and therefore for a purchase he needs no validation code to make purchases I find it shameful!

    I hope a refund as soon as I can not afford such a purchase you understand?

    Google Play
    Merci !
    Vous avez effectué un achat auprès de uCool Ltd sur Google Play.

    Numéro de commande : 12999763169054705758.1333853075819721
    Date de la commande : 26 nov. 2014 15:28:15 CET
    Article Prix
    Golden Package of Gems One Time Offer (Heroes Charge) 75,93 €
    Montant total : 75,93 €
    (dont 0,00 € de TVA)
    Mode de paiement :
    Google Wallet Visa-
    Des questions ? Contactez uCool Ltd.

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