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iOS Devices

The device asks me to contact iTunes Support. What can I do?

Contact iTunes support. Usually they will be able to help you with this issue. We can't do anything before the issue is sorted between you and iTunes.

Other iTunes issues

Many other iTunes issues can often be solved by logging into your iTunes account and making sure there are no new Terms of Service notifications needing accepted, or that your credit card on file is still valid. You can often solve some ID issues by resetting your Apple ID Authorization by simply installing any free app that isn't already on your device. You can remove it afterwards if need be.

I am unable to buy gems, there is no option in the game?

Make sure that your device is set to allow in-app purchases. Go to Settings - General - Restrictions and check that In-App Purchases is set to ON. Then quit and restart the game: push the Home *(square) button on your device twice; tap and hold the Clash of Clans icon until it starts wobbling; tap on the upper-right red icon, push Home again, relaunch Clash of Clans and you should be able to buy gems. Also, if you're using jailbroken device, remove all software which are not downloaded from AppStore, as those can affect the ability to make normal purchases.

I have just purchased gems, but they never came through. What can I do?

While most of the transactions go smoothly, sometimes an answer from Apple or our servers might be slower than usual or might result in errors. Please wait some time and see if they will arrive. If this doesn't help, quit and restart the game. Your gems should be credited to you.

If this doesn't help, please contact our customer support via the in-game reporting. To do so: Click the Settings icon (gears) in the lower right. Then click the "help and support" button Then click the "report an issue" button Then click the "Purchasing Issue" button.

This will generate an e-mail to support with whatever e-mail you've configured on the device.

That e-mail will contain an area called "Do Not Delete" including your unique PlayerID, which is what will help speed up your request.

If you can't access the game, or don't have an e-mail setup on the iOS device, you can directly e-mail them at: and our support will help you as soon as possible.

Android Devices

Having trouble with purchasing gems or wondering about a strange purchase? Maybe your gems didn't come through when you purchase them? This is the place to start. Here's what to do if...

It has been over 24 hours and you have not received the gems you purchased

Sometimes it may take a little while for the gems to be delivered, so please wait at least 24 hours before contacting Player Support. In the meantime, there is no need to purchase the gems again! Your previous purchase is still being processed and we will not be able to process a refund for an additional purchase.

It may also help to restart your game, so try this too:

  1. Go to Settings, and then tap 'Apps'.
  2. Tap the 'Running' tab at the top of the Manage Applications screen.
  3. Choose the application that you want to stop.
  4. Touch either the Stop or Force Stop button.

If it has been more than 24 hours please contact our Player Support team via the in-app reporting form in the Settings menu. Include a copy of your receipt in order to ensure your request is processed as quickly as possible!

You can't purchase gems on your Android device

If the gem icons in your in-game shop are greyed out, tap the icon for information about what might have gone wrong. You may need to:

  1. Check that you are logged in with a valid Google account, or
  2. Update your Play Store application by opening and updating it.

If this is not the case, please double-check that you have a valid payment method set up on the Google account that you are using. If your primary payment method is a credit card, you might also want to check with your credit card company whether your card has any restrictions on in-app or online purchases.

If you still have trouble making your purchase, please let us know along with details about what happens on-screen when you try to buy gems. Please visit for further information about Google Play and purchases on Android devices.

There are unintentional or unauthorized purchases on your account

As with most downloadable software products, gems bought in the Clash of Clans in-game shop are non-refundable. Unfortunately we cannot undo or change a purchase that has already been made, and we cannot consider refund requests. To avoid any unintentional or unauthorized purchases in the future, please make sure that:

  1. Your Google account password is safe and secure
  2. You have restricted in-app purchases by opening the Google Play app, going to ‘Settings’ and checking the ‘Password’ box
  • If someone else is using your device, please consider making a separate User profile for them by going to Settings > Users > Add user, then follow the on-screen instructions.

You want a refund

As with most downloadable software products, gems bought in the Clash of Clans in-game shop are non-refundable. Unfortunately we cannot undo or change a purchase that has already been made, and we cannot consider refund requests.

We hope something here helped, if not, please use the in-app reporting form to advise Player Support about your issue. They will get back to you as soon as possible!

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