Charged twice

After your purchase, it may take a few minutes to update your credit balance or activate your equipment pack. If in doubt, please log out, then log back on to the game to check that these credits have been applied to your account.

If your account has still not been credited or your boat has not been equipped, please check first if the transaction took place by consulting your mailbox or your bank statement.

You bought a pack or credits from the web

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 detail as possible regarding the problem encountered, by giving us the following information:

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

If you haven't received an invoice, remember to check your mailbox for spam. If you did not receive this invoice, it is possible that the transaction did not take place (further details here).

You bought a pack or credits from your mobile phone

In the case of a mobile purchase (called "Integrated Purchases", or "In App purchases"), the purchasing process is controlled by Apple (for iOS devices) or Google (for Android devices), and both companies have support teams that handle requests related to of problems with a purchase. If you have a problem, please contact Apple or Google Play support: they will be able to provide you with the information you need to solve your problem.

Integrated purchases on an Android device (Google Play)

If you did not get your purchase from Google Play, contact the Google Play Store right away.

Google Play being in charge of collecting the money corresponding to your purchase, they will be able to give you information about the problem encountered during your purchase, or issue a refund. (see conditions)

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

• Your nickname (the name of your boat)
• Your email address used for this purchase
• The corresponding Google Play transaction number (this number appears on your Google Play receipt)
• The exact date of purchase (the date appears on your Google Play receipt)
• A copy of your Google Play receipt
• A copy of the answer provided by Google Play to your request

If you can't find your receipt, you can log in to Google Wallet to retrieve it. For more information, visit https://www.google.com/wallet/.

Integrated purchases on an Apple device (iTunes)

If it is a purchase through iTunes Store, contact iTunes support immediately.

iTunes being responsible for collecting the money corresponding to your purchase, they will be able to provide you with information on the problem encountered during your purchase, or make your refund. (see terms and conditions)

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

• Your nickname (the name of your boat)
• Your Apple ID
• The order number (this number appears on your Apple Invoice)
• The exact date of purchase (the date appears on your Apple Invoice)
• A copy of your Apple invoice
• A copy of the Apple support response to your request

Requests for assistance received more than 14 days after the date of purchase will not be processed. For more information, see our terms of use.