What can I do if I did not receive my pack or my credits?

It may take a few minutes for your credit balance to update after a purchase. When in doubt, do not hesitate to log out, then log back in to the game and check if your credit balance has been updated.

If the account is still not credited, please make sure the transaction has been processed by checking your mailbox or bank statement.

You bought credits from the web

Immediately after a purchase (web & mobile), a receipt is sent to you by email. If you have received it, and the credits do not appear on your account, please contact us using the form available at the bottom of this section. Do not hesitate to add as much information as possible regarding the problem you encounter, specifically:

• Your nickname (the name of your boat)
• The email address you used for this purchase
• The transaction number (this number appears on your Virtual Regatta receipt)
• The exact date of purchase (as it appears on your Virtual Regatta receipt)
• A copy of your Virtual Regatta receipt

If you cannot find a receipt, consider checking your mailbox for spam. If you can't find anything in your spam folder, it is possible that the transaction did not take place (learn more about this).

You bought credits from your mobile phone

In the case of a mobile purchase (called "in-app purchases"), the checkout process is controlled by Apple (for iOS devices) or Google (for Android devices). Both companies have teams that handle support requests in the event of purchase problems. If you have a problem, do not hesitate to contact Apple or Google Play support, they will be able to provide you with the information you need to solve your problem.

In-app purchases on an Android device (Google play)

If you have not received credits purchased via Google Play, contact the Google Play Store right away.

As Google Play is responsible for collecting the money corresponding to your purchase, they will be able to provide you with information regarding the problem encountered during your purchase, or to give you a refund (see terms).

If Google Play is unable to solve your problem, please contact us with the following information:

• Your nickname (the name of your boat)
• The email address you used for this purchase
• The corresponding Google Play transaction number (this number appears on your Google play receipt)
• The exact date of purchase (as it appears on your Google Play receipt)
• A copy of your Google Play receipt
• A copy of the response Google Play made to your request

If you cannot find your receipt, you can log in to your Google Wallet account to retrieve it. To do this, please visit https://www.google.com/wallet/.

In-app purchases on an Apple device (iTunes)

If you have not received credits purchased via the iTunes store, please contact iTunes support immediately.

As iTunes is responsible for collecting the money corresponding to your purchase, they will be able to provide you with information regarding the problem encountered during your purchase, or to give you a refund (see terms).

If iTunes is unable to solve your problem, please contact us with the following information:

• Your nickname (the name of your boat)
• Your Apple username
• The Apple order ID (this number appears on your Apple receipt)
• The exact date of purchase (as it appears on your Apple receipt)
• A copy of your Apple receipt
• A copy of the response Apple support made to your request

Support requests emailed to us more than 14 days after the purchase date cannot be processed. For more information, please visit our Terms of Use.