Update to Offers Section

With Version 23.60.1, we’re testing another way to gain more gem shards in the Offers section of your app! For now, only a small number of y...

I made a purchase but didn't receive it. I tapped restore purchase but it didn't restore. How do I get my purchase?

If you have made a purchase of just Passes or Gems, please submit a copy of your purchase receipt to our support team, and they will be able...

My child made a purchase in this app without parental consent. How do I receive a refund?

Please note, Pocket Gems games do not have direct access to your billing information or have any control over the checkout process. All purc...

I bought passes/gems and didn’t get them! How can I get my purchase?

If you did not receive your purchase and would like to be credited, please contact our support team using the chat button. Be sure to p...

How Do I Get A Refund?

For Apple Devices:In order to request a refund from Apple, you will need to contact them directly (only Apple can issue the refund).  H...

How can I purchase passes?

Tapping on the pass icon at the top right of your screen will bring up the store. Here, you'll have the ability to purchase passes in your E...

I accidentally made a purchase with a Google Play coupon credit. How do I receive a refund for my Google Play credit?

For issues related to Google Play credits, you will need to contact the Google Play store directly for assistance in reinstating your credit...

My Android device says I am unable to make purchases. How can I turn on purchases?

Though you cannot turn off in-app purchases on Android, sometimes your authorization to make purchases is disabled. Please follow these...

I made a purchase and then switched devices, but now I no longer see my purchase.

For Gems or Passes purchases, please contact support for assistance with restoring your purchase.See: How to File a Support Ticket ...

I made a purchase and then logged in to my old account, now I no longer see my purchase.

Purchases are non-transferrable between accounts. Changing accounts after making a purchase will not automatically transfer your purchase to...

I bought a VIP subscription, but did not receive the rewards.

If you purchased a new VIP subscription (Sapphire, Amethyst, etc), or if your subscription auto-renewed and you did not receive your subscri...

How do I get the Amethyst Monthly VIP Special Subscription?

The Amethyst VIP is a special offer.Special Offers are available for a limited time to small groups of players at a time. If this speci...

I didn't receive my daily Gem reward from my VIP subscription purchase.

If you did not receive your daily reward Gems and would like to be credited, please submit a support request using the chat button.---If you...

How do I cancel my subscription?

FOR iOS USERS:To cancel your subscription on iOS, here are detailed instructions on how to change or cancel a subscription yourself in iTune...

How do I change / cancel my VIP recurring subscription purchase?

For Apple devices:Tap on Settings (Grey wheel icon) > Your Name > iTunes & App StoreTap your Apple ID > View Apple ID > Subs...