FAQ · Frequently asked questions

A connection delay can prevent the balance from updating immediately. Close the game completely and reopen it on a stable connection.

If the balance still looks wrong, send Support the game name, player ID, time and approximate difference. Include before-and-after screenshots if available so we can check the records.

Check whether the reward was already claimed and whether a countdown is shown. Reset times and eligibility depend on the game or event.

Update the game and check the Inbox if your game has one. If the reward is still missing, send its name, your player ID, the time and a screenshot.

Processing between the store and game can take time. Do not purchase the same item again. Restart the game and check your balance and Inbox.

If it is still missing, send the game name, player ID, purchase time, item name and store receipt. For Google Play, include the order number starting with GPA; for Apple, include the receipt for that purchase.

Eligibility depends on the store, item, purchase time, usage and regional policy. An unused item does not automatically qualify for a refund.

For Google Play purchases, see the official refund guidance below. If you need help identifying a purchase, contact Support with the order number.

For Apple purchases, sign in with the purchasing Apple account at reportaproblem.apple.com to request a refund. For other stores, follow that store's process.

Store refund guidance: Google Play · Apple · Apple Refund

Use a login method supported by your game and the same account you linked previously. Available login methods vary by game and device.

If you used a guest account or cannot find the old account, send the game name, previous player ID or nickname, device and any recent purchase receipt. We will check the records and explain whether recovery is possible.

Avoid repeatedly reinstalling or deleting game data before your account is identified.

Update and restart the game and Facebook app. Visit facebook.com directly in your browser and check that you can sign in to the intended account.

Try another network. If it still fails, send the error message or screenshot, game name, device and operating system. Avoid deleting game data or reinstalling if you are unsure your account is linked.

Close the game and unused apps, then reopen the game. Try switching between Wi-Fi and mobile data.

Restart your device, check available storage and install game updates.

If it keeps happening, send the game name, player ID, device model, operating system and game versions, affected screen and time.

Cash Bay, Galaxy and Farkle are social casino games. Coins, chips and points are virtual currency used for play.

Virtual currency cannot be withdrawn or exchanged for real money or physical prizes.

Results are determined randomly. A series of losses does not guarantee a future win. Check the rules and paytable for the game you are playing.

If you suspect a display or payout error, send the game or slot name, time, bet amount and screenshot so we can check the play records.