Haven’t Received Your Coins?
We’re sorry to hear that you haven’t received your coins after making a purchase. Before contacting us, here are some steps to ensure everything is in order:
Purchases through your CrownCoins account may occasionally fail to credit immediately due to reasons like technical errors or specific payment method behaviors. Below is a more detailed explanation and additional troubleshooting tips.
Check the Offer Details: Verify that the offer you purchased includes the coins you were expecting. Some offers may not include specific coin types, such as Sweeps Coins. This is common with lower-end packages that may only include Crown Coins.
Review Your “Funds History”: Navigate to your account’s “Funds History” section to review the details of your purchase. This can help confirm what was included in the offer.
Pending Bank Charges: If your purchase failed during the process but you're seeing a pending charge on your bank account, this is usually a temporary authorization hold. It will be lifted automatically after your bank confirms that the transaction did not go through. However, if the charge is completed and you still have not received your coins, please contact our Customer Support Team and include a copy of your bank statement.
Refresh Your Account Balance: Log out of your account and log back in to refresh and update your balance.
Confirm the Transaction with Your Bank: If you see a pending charge on your bank statement but not in your CrownCoins account, the transaction might still be in authorization. Most banks release such holds within 3-5 business days. Contact your bank to verify if required.
Resolve Billing Address Issues: Ensure that the billing address entered matches the one associated with your bank account. Incorrect billing addresses can cause transaction delays or failures.Specific Scenarios:
Using Apple Pay: Apple Pay generates unique encrypted tokens, which may make transactions appear differently. Coordinate with your bank to track transactions using the reference number.
Temporary Authorization Holds: Failed transactions due to errors might show temporary card holds, usually refunded within a few business days.
CrownRoad Premium Purchases: Purchases for CrownRoad Premium do not credit currency but unlock benefits visible in your account.
Need Help?
If everything seems correct but your coins still haven’t arrived, please contact our Support team. They’ll immediately step in to assist with any purchase issue and ensure it is resolved as quickly as possible.
When contacting support, provide key details such as transaction IDs, screenshots of the attempted purchase, or a copy of your bank statement to expedite resolution.