In this article, you can find answers to frequently asked questions about payments.
First, try reloading the game tab. If the reward is still missing, use the instructions below to check whether your payment was registered in the purchase history.
You can find receipts in your email. They come from mailer@xsolla.com.
- If you have found the receipt, take a screenshot and send it to our Support team. Our specialists will investigate your case.
- If you cannot find the receipt, contact your payment system Support. You can find the instructions on how to do it in the How to contact Xsolla payment Support section of this page.
Our Support specialists cannot verify bank or other third-party receipts since they have access only to game-related transaction history.
If you have received the wrong item, take a screenshot of the payment receipt from Xsolla. You can find receipts in your mail. They come from mailer@xsolla.com.
After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.
There might be several reasons why you cannot make a payment:
- The payment window does not load.
- Your payment method/currency is not listed.
- You need to change currency.
You will find the instructions on how to solve these issues in the corresponding sections of this page.
- Clear your browser cache.
- Try to temporarily disable your AdBlock or other blocking plugins. Sometimes, even antivirus can block payment windows by mistake.
- If the payment window still does not show up, contact our Support team. Attach a screenshot of what you see when trying to make a purchase. Our specialists will investigate your case.
Sometimes you will be offered to buy special packs of resources, heroes, builders, etc. Such offers are called bundles or special offers.
The pool of offers is the same for every player. They are created manually, the contents and price of each of them are fixed, and the distribution of bundles is a fully automatic process. It is not possible to create a personal offer.
VIP status is a subscription that lasts one week. It grants you several bonuses depending on your VIP level.
There are 20 VIP levels in the game. To reach a certain VIP level, you need a specific number of VIP points. You earn VIP points by making purchases in the game.
To view the bonuses of a certain VIP level, do the following:
- Click the VIP button in the center of the game page.
- Click the Details button.
- Click the left and right arrows to switch between different VIP levels.
You can cancel automatic payment in your Xsolla account. There is no automatic payment function in the game itself.
Payment system Xsolla process all purchases in the game. If you have any questions, contact the Xsolla Support team. You can find instructions on how to do it in the How to contact payment Support section of this page.
All supported payment methods and currencies are determined by the payment system, Xsolla.
If you have any questions, contact the Xsolla Support team: they are processing all payments. You can find instructions on how to do it in the How to contact payment Support section of this page.
To contact the Xsolla Support team, follow this link.
There are two different ways to get in touch with an Xsolla specialist:
- tickets via email,
- Live Chat.
Select the preferred method and await the answer.
Try reloading the game tab. If you see that the reward is still missing, check whether your payment is in the purchase history. You can check your Facebook payment history on this page.
- If you have found the payment, take a screenshot and send it to our Support team. Our specialists will investigate your case.
- If you cannot find the payment there, contact the Facebook Support team. You can find the instructions on how to do it in the How to contact payment Support section of this page.
Our Support specialists cannot verify bank or other third-party receipts since they have access only to game-related transaction history.
Open Facebook Pay settings, click the Currency section, and select the desired currency:
If you do not find the currency of your country, it is recommended to use USD.
If you have received the wrong item, take a screenshot of the payment receipt. You can check your Facebook payment history on this page.
After that, contact our Support team and attach the screenshot to your inquiry. Our specialists will review your ticket.
There might be several reasons why you cannot make a payment:
- The payment window does not load.
- Your payment method/currency is not listed.
- You need to change currency.
You will find the instructions on how to solve these issues in the corresponding sections of this page.
- Clear your browser cache.
- Try to temporarily disable your AdBlock or other blocking plugins. Sometimes, even antivirus can block payment windows by mistake.
- If the payment window still does not show up, contact our Support team. Attach a screenshot of what you see when trying to make a purchase. Our specialists will investigate your case.
Sometimes you will be offered to buy special packs of resources, heroes, builders, etc. Such offers are called bundles or special offers.
The pool of offers is the same for every player. They are created manually, the contents and price of each of them are fixed, and the distribution of bundles is a fully automatic process. It is not possible to create a personal offer.
VIP status is a subscription that lasts one week. It grants you several bonuses depending on your VIP level.
There are 20 VIP levels in the game. To reach a certain VIP level, you need a specific number of VIP points. You earn VIP points by making purchases in the game.
To view the bonuses of a certain VIP level, do the following:
- Click the VIP button in the center of the game page.
- Click the Details button.
- Click the left and right arrows to switch between different VIP levels.
Click the arrow button on the right side of the Facebook heading and select Help and Support:
After that, go to Report a problem and click Something went wrong. Then, fill out the form and describe your question in detail.