Facebook Credits: Missing credits/didn't receive your item

[Cordelia]

Purchases using facebook credits are not always instantaneous. If the facebook server is busy there may be a delay of up to a few hours. Wait at least 15 minutes and close your game and open then open it again before you consider your purchase missing.

Always, check your stash. Most items that can be purchased for credits are placed in your stash: including full energy refills, sleeping potions, beaver chops, vitalin, buildings, games, decorations, etc. Max Energy Boosters should be applied immediately but occasionally they end up in your stash. Outfits should be put directly on to your character, if they aren't click your character and then "makeover" to locate it. (ALSO: Any item that is replaced by customer service will be found in your stash even if it otherwise would not be, like coins)

If you are missing credits but have not made a purchase or would like to review recent transations use the payment tab of your account. Click "Account" in the upper right of any facebook page then select "Account Settings" from the menu. Then click the "Payments" tab. Or use the direct link: http://www.facebook.com/editaccount.php?payments

If those steps do not resolve the issue PLEASE file a credit dispute.

How to File a Credit Dispute
To file a credit dispute go to your game and wait for it to finish loading. Then scroll past the bottom of the game play area all the way to the bottom of the page. In the left corner click the link "Report/contact this app". Then follow the directions in the form.


Here is a photo tutorial if you need further assistance:

[heavenbourne]

Unfortunately this is not working for me. I'm not disputing any particular thing that I didn't recieve - rather the remaining balance of my facebook credits disappeared when I logged back in. I had 77 credits when I left for work - when I returned it was at zero. This is the second time this has happened!

[Sparky]

Where they not able to help you when you filed a credit dispute?

[Cordelia]

Unfortunately this is not working for me. I'm not disputing any particular thing that I didn't recieve - rather the remaining balance of my facebook credits disappeared when I logged back in. I had 77 credits when I left for work - when I returned it was at zero. This is the second time this has happened!

If you check the payments tab it should show where they went. Also sometimes they don't show up in the game-play area in the upper left, but they will show up in the facebook area directly above the ads in the upper right corner. When this happens the credits aren't gone, the number just isn't being displayed by the game. Refreshing often works, but I think even when the game display is wrong you can still purchase items because the purchase goes through facebook's servers and they know you have credits even if the game is being daft (it could also be the game knows you have credits but the bit of code that displays it just didn't work)

If you are missing credits but have not made a purchase or would like to review recent transations use the payment tab of your account. Click "Account" in the upper right of any facebook page then select "Account Settings" from the menu. Then click the "Payments" tab. Or use the direct link: http://www.facebook.com/editaccount.php?payments

[heavenbourne]

So, I've tried to file a dispute at the bottom, but it isn't listing my credit package, only the past games I've paid for to complete. V. frustrated - if anyone has any other ideas. I had submitted a ticket a week ago and still haven't had an answer on that, either. When I try to file a dispute, this is the language I get from facebook


"Your inquiry is probably related to a game or app that was not built by Facebook.

Unfortunately, Facebook cannot provide support for games created and operated by outside developers. Because these apps run on their own technical resources, we may not have access to the data necessary to help you resolve this matter. As a result, you will need to contact the application's developer for further assistance."

[Cordelia]

So, I've tried to file a dispute at the bottom, but it isn't listing my credit package, only the past games I've paid for to complete. V. frustrated - if anyone has any other ideas. I had submitted a ticket a week ago and still haven't had an answer on that, either. When I try to file a dispute, this is the language I get from facebook


"Your inquiry is probably related to a game or app that was not built by Facebook.

Unfortunately, Facebook cannot provide support for games created and operated by outside developers. Because these apps run on their own technical resources, we may not have access to the data necessary to help you resolve this matter. As a result, you will need to contact the application's developer for further assistance."

Did you go to the payment tab and see if anything is listed there?

The other ticket you filed? Is that with facebook or with LOLapps? What was it about? The missing credits?

[heavenbourne]

Yes, the payment field lists the credits purchase, but that is the language I recieve when I try to file the dispute. I put a ticket in with LOLapps about the missing credits. It said to give them 48 hours and that was a week ago, so I'm honestly ready to file a dispute with Paypal, since that's how I paid for the credits.

[Cordelia]

Yes, the payment field lists the credits purchase, but that is the language I recieve when I try to file the dispute. I put a ticket in with LOLapps about the missing credits. It said to give them 48 hours and that was a week ago, so I'm honestly ready to file a dispute with Paypal, since that's how I paid for the credits.

If there's no sale listed to Ravenwood then LOLapps likely can't resolve the issue. If facebook won't assist you then it would be best to get Paypal to fight for you.

Sorry for the inconvenience!

[Heather Mayo]

Well my problem is a little different at least at the beginning. I bought the wedding set, the items WERE in my stash, and then I went to do something else without placing them. I come back about 5 minutes later, and all the items, and another decoration that was in my bag, were gone!I filed a complaint, got an email saying to do the steps as shown above in this post, did all the steps, got a mail back that said "please follow these steps" which were the exact same ones I had just done two days before! Now if I try to do them again, I get a message that says I have not used fb credits on Ravenwood Fair recently. I have emailed them (ravenwood fair) a copy of my receipt, sent follow up email, no response. So am I just SOL? I am very very disappointed, and while $11 isn't much to some, it is a lot to me, and I never purchase things with fb credits, I actually liked this game enough to do it. So now what? Not happy.

[Cordelia]

Well my problem is a little different at least at the beginning. I bought the wedding set, the items WERE in my stash, and then I went to do something else without placing them. I come back about 5 minutes later, and all the items, and another decoration that was in my bag, were gone!I filed a complaint, got an email saying to do the steps as shown above in this post, did all the steps, got a mail back that said "please follow these steps" which were the exact same ones I had just done two days before! Now if I try to do them again, I get a message that says I have not used fb credits on Ravenwood Fair recently. I have emailed them (ravenwood fair) a copy of my receipt, sent follow up email, no response. So am I just SOL? I am very very disappointed, and while $11 isn't much to some, it is a lot to me, and I never purchase things with fb credits, I actually liked this game enough to do it. So now what? Not happy.

Could you post the ticket numbers, or send then in a private message, and I will follow up with LOLapps customer service.

Sorry for the inconvenience.

[Heather Mayo]

Yep sure thing, soon as I locate them!