Here are some answers to common issues with real-money purchases. We reference Units from Marvel Contest of Champions as representative of the purchasable currencies in all our games.
Common Issues
Purchase No Longer Available
Issue: When attempting to click the Unit Store icon in the top-right corner, you will not see any options to purchase packages, but you will see the following message:
Likely Cause: This transaction was flagged as potentially fraudulent.
Troubleshooting:
- Try to purchase the Units or package again using a device with which you have recently succeeded in making purchases in the game.
- You need to be logged into your account on a previously used device to make these purchases.
- You need to be logged in to your Apple ID or Google Play account to make purchases on a previously used device.
- Check your payment methods on Apple iTunes or Google Play to ensure that none have expired.
If you are still unable to make this purchase, please contact Kabam Support.
Missing Unit Package
Issue: When attempting to purchase successive Unit packages, the Unit package no longer appears.
Likely Cause: The transactions were flagged as potentially fraudulent.
Troubleshooting:
- Rather than purchasing several lower-priced Unit packages, you may consider investing in a higher-priced Unit package instead. Higher-priced Unit packages provide more Units than you would earn from buying individual smaller packages, which is a better return on your investment.
Greyed-Out Buttons
Issue: The GET NOW button in the Store is greyed out and cannot be tapped on. An example of this is provided below:
Likely Cause: This is most likely a game display issue.
Troubleshooting:
- Make sure your app and device are up to date.
- Close any background apps.
- Restart the app.
- Log out of the App Store or Google Play, and then log back in.
If you are still encountering this issue, please contact Kabam Support.
iTunes/iOS Issues
Purchase Declined
Issue: When attempting to tap the green GET NOW button to make a purchase in the Unit Store, you receive the following purchase message:
Likely Cause: You may not have the appropriate funds to make this purchase, or the credit card information on file needs to be updated.
Troubleshooting:
- Check your payment method on file, and be sure it is current and up to date.
- Ensure you have the necessary funds available to make the purchase.
- Contact Apple Support for further assistance.
Cannot Connect to iTunes Store
Issue: When attempting to tap the green GET NOW button to make a purchase in the Unit Store, you receive the following message:
Likely Cause: The connection between your device and iTunes may be unstable.
Troubleshooting:
- Try making the purchase again at a later time.
- Make sure you are logged into your iTunes account by logging out and back in again.
- Ensure you are connected to the Internet and your signal strength is good.
- Contact Apple Support for further assistance.
Google Play Issues
Google Play Risky Error
Issue: When attempting to tap the green GET NOW button to make a purchase in the Unit Store, you receive the following message:
Likely Cause: Your mobile service carrier may have flagged the purchase as risky.
Troubleshooting:
- You may need to contact Google Play Support for further assistance if this issue persists.
Payment Declined
Issue: When attempting to tap the green GET NOW buttons in the Unit Store, you receive the following message from Google Play that the payment has been declined:
Likely Cause: You may not have the appropriate funds to make this purchase, or the credit card information on file needs to be updated.
Troubleshooting:
- Check your payment method on file, and be sure it is current and up to date.
- Ensure you have the necessary funds available to make the purchase.
- Contact Google Play Support for further assistance if this issue persists
Purchase Delay
Issue: When attempting to tap the green GET NOW buttons to make a purchase in the Unit Store, you receive the following message:
Likely Cause: Google Play is processing the payment, but it has not completed yet or the package in question is not eligible for multiple purchases.
Troubleshooting:
- Check back at a later time to see if the purchase has completed.
- If you continue to receive this error message, try to make the purchase again.
Transaction Incomplete: Remote Exception
Issue: When attempting to tap the green GET NOW button to make a purchase in the Unit Store, you receive the following message:
Likely Cause: Google Play is having trouble accessing your account.
Troubleshooting:
- Try making your purchase again at a later time.
- Make sure you are logged into your Google Play account by logging out and back in again.
- Contact Google Play Support for further assistance.
Transaction Incomplete: Signed In
Issue: When attempting to tap the green GET NOW button to make a purchase in the Unit Store, you receive the following login message:
Likely Cause: You may not be signed in to your Google Play account.
Troubleshooting:
- Try making your purchase again at a later time.
- Make sure you are logged into your Google Play account by logging out and back in again.
- Contact Google Play Support for further assistance.
Lost Connection
Issue: When attempting to tap the green GET NOW button to make a purchase in the Unit Store, you receive the following connection message:
Likely Cause: Google Play is having trouble accessing your account.
Troubleshooting:
- Try making your purchase again at a later time.
- Ensure you are connected to the Internet and your signal strength is good.
- Contact Google Play Support for further assistance.
Other Issues
If the above information does not help you, or should you need additional help from Kabam Support, please use the Submit a request link to send us a message. Please make sure to provide us with as much detail about your transaction as possible, including the following:
- Which item or package you attempted to purchase.
- A detailed account of the issue you encountered including any available error messages.
- Which payment service you used (iTunes or Google Play).
- The date and time of the attempted purchase.
You can also tap on the following images to access the official Apple or Google Play support sites: