Missing Diamonds
I bought diamonds and they didn't arrive!
First of all, make sure the payment was processed correctly. You can check your email to confirm if you received a receipt from the platform you used (Google Play, Apple Store, Pagostore, etc.).
This means the purchase was rejected, no diamonds were delivered, and no charge was made. In these cases, the funds should remain in your original payment method.
- Check with your bank or payment provider to ensure no charges were applied.
- If everything is in order, you can try making the purchase again after a few hours. Sometimes, failed attempts can temporarily block new transactions.
Player Report
1.- Within the game, you may encounter players you wish to report, whether for using hacks, toxicity, or other reasons. We encourage you to use our in-game reporting system, which you can access during the match or on the post-match results screen by clicking the exclamation mark symbol.
2.- Through this reporting tool, our technical team will be able to conduct a more in-depth investigation. Remember that your in-game report is very important so that our system can detect players who negatively affect the gaming experience.
Event Issues
Below you can see how to access events and the types of events we have for you. To find and navigate events, just follow these steps:
1. Click on the calendar icon on the right.
2. Browse through our events, themed or seasonal events, and announcements.
3. Within each section, you can find information and access to the active events.
Keep in mind that we have two types of events in the game: in-game events and web events. You can tell the web events apart because they will always have a loading screen with Kelly running; they also feature a music button (musical notes), instructions (?), and event history (clock icon).
Bug Report/Technical Issues
Before submitting a report, we ask that you review and follow all the steps indicated in the following troubleshooting list:
- Clear your device's cache.
- Close any applications running in the background.
- Disable power or data saving mode, as it can limit background connections.
- Reinstall the application and check its permissions.
- Enable airplane mode for a few seconds and then disable it to restart your mobile network.
- Check on another mobile device to see if the problem persists.
Many common issues can be resolved directly with these steps without the need to submit a request.
Note: If you do not perform troubleshooting first, it is possible that the report cannot be processed correctly.
- Missing Diamonds: Purchase receipt (Google or AppleStore) screenshot, PagoStore's purchase history screenshot(if applicable).
- Player Report: In case you're reporting a hacker, we need video evidence of the use of hacks. Abusive players screenshots of the aggresions/messages is usually enough (we may ask for .
- Event Issue: We need screenshot of the problem, also a short video is better for us to spot the problem faster.
- Technical Issue: TBD