Dear Alina,

I contacted Support by standard way from inside of the app. As far as I know there's nothing like a "ticket". Thus I don't know what you mean by "number of your ticket".

Also I don't think that the case is extremely special, related only to my account. (BTW all relevant info I provided already.) So I would expect that any advice/solution can be published here.

I know that from the company point of view it's better to hush the public conversation as soon as possible, but I received a new Support response ("The thing is that this error message appears on the Google PlayMarket side, it's not an in-game error.[...]" - rather ridiculous opinion, as the error is the reaction to only this game app request) plus an advice ("[...]it is always for you to decide whether perform those steps or not.) and also new suggestion: to contact Google directly.

I think I don't have to waste many words to explain that it's not what I expected.

That would be acceptable if and only if the procedure was bullet-proof, or provided by Google support, what apparently isn't the case. So I consider the attitude of your support people rather indifferent, taking into account loss of profit for the company (I don't buy anything for almost 2 weeks ;-) what rather isn't good for Plarium).

Of course I will contact Google support. Hopefully they have professionals in their Support so they won't divert me to the Samsung people...

By all means, just an outsider looking in... I'm sorry to hear you had hoped for a better response.  Don't shoot the messenger, trust me Alina wanted you to PM her so she could try to help the best she could =)

As for the error your stating as I've been on cell phones, well way before even these smart things!  Who remembers the Motorola Startac!  

If your mentioning the white box that normally pops up after clicking in-game "purchase" that asks for your Google Password or your Fingerprint, or I mean you seem awesome so probably like face scan or eye reticle scan..  If this is the window your talking about, if you notice it appears as if it opens on-top of the game window?   It is, actually and although it's not the answer you want to hear, that is actually part of the Google system opening to complete the purchase through the game store.   So if this is when the error occurs there could be issues unresolved between the app, the game store, google services.  Anyway..

When checking on my phone for the way to reset Google Play Store or uninstall updates.  I am on a Google Pixel XL by the way, hope this helps.  When I go to Apps and find "Google Play Store" as you mention, yes.. I think it used to be market back in the day.. anyway.. I have three dots in the upper right corner of the screen.  When i select that It has "Uninstall Updates"  

What they are trying to do here, is have you reset- your Google Play Store in an effort to see if this resolves your issue.. I'd be more then happy to try to help you as well, and I hope we can get this rectified for you.    Cheers.

Pirx said:

Dear Alina,

I contacted Support by standard way from inside of the app. As far as I know there's nothing like a "ticket". Thus I don't know what you mean by "number of your ticket".

Also I don't think that the case is extremely special, related only to my account. (BTW all relevant info I provided already.) So I would expect that any advice/solution can be published here.

I know that from the company point of view it's better to hush the public conversation as soon as possible, but I received a new Support response ("The thing is that this error message appears on the Google PlayMarket side, it's not an in-game error.[...]" - rather ridiculous opinion, as the error is the reaction to only this game app request) plus an advice ("[...]it is always for you to decide whether perform those steps or not.) and also new suggestion: to contact Google directly.

I think I don't have to waste many words to explain that it's not what I expected.

That would be acceptable if and only if the procedure was bullet-proof, or provided by Google support, what apparently isn't the case. So I consider the attitude of your support people rather indifferent, taking into account loss of profit for the company (I don't buy anything for almost 2 weeks ;-) what rather isn't good for Plarium).

Of course I will contact Google support. Hopefully they have professionals in their Support so they won't divert me to the Samsung people...

Hello, Commander! Thank you for the response.

Unfortunately, I can't resolve payments issue, since I don't have such rights. In this case, only Help Center can investigate your issue and give informative response. I asked for the number of ticket because a lot of players contact Help Center via browser. If you contacted Help Center via the game it's good and you could send me your coordinates.

I'm sorry to hear your issue was not resolved and I hope you won't meet such situation in the future. Let me explain why it happened. You get the error while doing some actions in the game, but it doesn't mean we can fix all issues. If you got such answer from Help Center it means our guys carefully investigated your issue and didn't find any bugs on our side. You can be sure we do our best to help our players in all situations, but sometimes issues can be meet on the third parties. In this case, we don't have opportunities to check it and help players, unfortunately.

I hope my answer will be useful.

Please let me know if you have any questions or suggestions.