Issue with rollback and loss of gems

[wendietje]

Help ! I bought 120 gems for 5 euro. I got the gems. Then a reset of the game followed and pooffff bye bye gems!

I forced close, re-openend the game and no gems . But according my bankaccount i paid 5 euro

How do i get my money back? Or the gems i payed for?

[SpiritWind00]

You'll need to log a ticket with Support to resolve. Include a screenshot of your purchase.
S8 Support: Click here to contact S8 Support

[wendietje]

You'll need to log a ticket with Support to resolve. Include a screenshot of your purchase.
S8 Support: Click here to contact S8 Support

I can't make a screenshot of my bankaccount. My bank does not allowed that

I don't know what to include instead. The conformation popped up, i got my gems and removed the conformation, than my game reset and gems where gone

Edit : i could make a screenshot of my conformation via e-mail

Thx for your help

[SpiritWind00]

No you go into your purchase history. Do NOT take a screenshot of your bank account. The HUB thread has info on how to access your purchase history:
https://forums.storm8.com/showthread...=1#post1164567
It's at the end of the post under the text on how to post a picture. yes you could include the confirmation email as an attachment to your ticket.

Please remember though, that even though I'm giving you info, you cannot post your resolution of your ticket on the forum as that goes against the forum rules. If you have any very specific questions feel free to PM me.