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Purchases & Payments

Purchases & Payments

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  1. Help
  2. Purchases & Payments
  3. I Don't Recognize a Charge
  1. Help
  2. Purchases & Payments

I Don't Recognize a Charge

If you see a charge that you do not recognize, please review the information below before reporting it as unauthorized.

a03ea659b3982c2bb7a084f50d81e2a4What To Check First
Before reporting the charge as unauthorized, please review the following:

  • The charge may be related to a recent purchase you made in one of our games.
  • A family member or someone you know had access to your account or payment method.
  • Purchases may appear under a different transaction description, such as1d94c00cbc408559d5a218ee646f0912InnoGames GmbH instead of the game name.
  • Some payments may temporarily be placed on hold before completing. This can appear as an additional or duplicate charge for a short time when the final charge is shown.
  • Some payment providers may group multiple purchases together before charging your payment method.
    • For example, Apple may combine several purchases into a single invoice and invoices may appear several days after purchase.

a03ea659b3982c2bb7a084f50d81e2a4If You Believe the Charge Was Unauthorized

If possible, please contact us before disputing the transaction with your bank or payment provider.
You can access the Support button in-game by tapping your avatar in the bottom menu, then selecting the Settings tab.

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In many cases, we can investigate and resolve the issue more quickly through our support process.

Please contact our support team and follow the instructions provided in the support form.

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