Supercell Fraud Issues

Since you’re here, you may have a question about a transaction, or are concerned about suspected fraudulent activity. We take these situations very seriously, so if that’s the case this guide is designed to make sure that you get the support you need.

Read on as we try to cover what might be your most likely questions related to transactions, or about reporting suspected fraud.

What should I do if I have a transaction inquiry, or suspect fraudulent activity?

Here at Supercell, we neither store, nor have access to any of your credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store or Google Play (depending on your device) via your personal email address associated with that account.

So, for inquiries related to transactions or to report suspected fraud, please contact either Apple or Google directly by following the instructions below:

For Apple (iOS) devices:
Visit Apple support and select the "Contact iTunes store support" link, then "Purchases, billing and redemption" and choose the option that fits you best.

For Google (Android) devices:
Visit Google support and perform a search, or use the ‘Contact us’ button on the page (English language site only) to reach a Google customer support representative by email or by phone.

Please note: Receipts for any transactions are emailed to you by Apple or Google soon after each purchase. However, purchases may be bundled together if you’ve bought multiple items and might take longer. These post-purchase processes are subject to change by Apple or Google. Supercell doesn’t offer any billing programs.

If you’ve contacted Apple or Google about suspected fraudulent activity and they’ve sent you to us, please direct your inquiry to transactions@supercell.com. Be sure to include specific details like what happened and when, transaction ID receipts, relevant screenshots, etc.

I’ve made an in-game purchase (like gems or diamonds), but it hasn’t showed up in my game. What now?

It’s pretty rare, but sometimes it can take up to 48 hours for transactions to process through Apple or Google and then make it into your game. Sorry about that. If it’s been 48 hours and still nothing has happened, please contact Apple or Google directly for more information.

If you’ve contacted Apple or Google and they’ve sent you back to us, in your game go to Settings > Help. There, go to Report an Issue as it will automatically include some of your basic game information and will help us respond to you better. Also for quick answers related to in-app purchases, be sure to browse the Frequently Asked Questions (FAQs) found in your game’s help section as well.

What can I do to prevent fraud?

As with anything related to the Internet, always keep your passwords to yourself and consider changing them on a regular basis. Supercell will never ask you for your game account password(s) or credit card information.

If you want to make an in-app purchase, the safest way is to do it through the game itself on your mobile device. To further protect yourself from fraud, make sure to avoid any third party sellers (like “free gem” websites, etc.) that may collect your personal information, money, or both in return for promised in-game products. Selling, redeeming or trading virtual in-game currency is otherwise not allowed by our Terms of Service.

How can I contact Supercell?

By now, hopefully we’ve covered your most likely questions. If we’ve missed anything and you’re familiar with our games, do check our Support pages for questions about your game or device, or our Forums page for plenty of information built along with our player community. An additional resource is available inside your game by going to Settings > Help. There you can read frequently asked questions (FAQs), browse forums, or report an issue that will automatically include some of your basic game information that will help us respond to you better.

Remember, payment transactions themselves are completed through Apple or Google depending on your device, so please contact them directly with related inquiries.

For Apple (iOS) devices:
Visit Apple support and select the "Contact iTunes store support" link, then "Purchases, billing and redemption" and choose the option that fits you best.

For Google (Android) devices:
Visit Google support and perform a search, or use the ‘Contact us’ button on the page (English language site only) to reach a Google customer support representative by email or by phone.

Otherwise, send email us at transactions@supercell.com. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.

Thanks for your cooperation!
- Supercell