You probably have questions about keeping you or your children safe while connected to our games through your mobile device. Things like age limits, in-app purchases, and privacy are all very valid concerns, and we’re here to make sure that you get the support you need.
To make sure you can enjoy Supercell games in a safe and controlled environment, we stick to a clear set of principles that have served our gamers and us well:
If you or your child ever has any problems with our games, you should be able to quickly find out how to fix it. As well as providing guides like this, that means helping you to contact the right company for your issue, whether it’s to do with payments (which will usually be Google or Apple, who process purchases and refunds) or the game itself (which will usually be us).
Read on as we try to cover what might be your most likely questions. If we’ve missed anything, email us at firstname.lastname@example.org. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.
Please note: You can find published age recommendations on both Google Play and Apple’s App Store on iTunes. However, these age or maturity classifications refer only to the content in our games (similar to movie ratings G, PG or PG-13 in the U.S., but related to gameplay, animations, etc.). For more on how these categories are defined, visit these support websites for Apple and Google.
All of our games are free to download. Please note, however, that our games also offer entirely optional “in-app purchases.” These purchases are never required to play the game, but can be used to enhance some elements of gameplay. In-app purchases vary in price and range from $0.99 to $99.99 (without taxes) in U.S. app stores, for example.
In-app purchases are paid for with real money, and are always clearly labeled as such. They’re accessible “in game,” meaning that the options to make a purchase are found within the game itself.
Important: You can easily manage the ability to make in-app purchases, adjust password protection settings, or disable in-app purchases entirely through your mobile device’s general settings. The way to do this depends on whether you’re using an Apple iOS device, like an iPhone or an iPad, or a Google Android device. Either way, the instructions you need are here:
Here at Supercell, we don’t process payments for in-app purchases, or have access to any of your credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store or Google Play (depending on your device), via your personal email address associated with that account. Receipts for these transactions are emailed to you by Apple or Google after each purchase (though, please note that any post-purchase processes are controlled by Apple or Google and are subject to change by them).
Beware of any third party sites that promise you enhancements for our games (like “free gem” websites, etc). These sites may collect your personal information, money, or both, and often never deliver the promised in-game products. If you want to make an in-app purchase, the safest way is simply to make the purchase through the game itself on your mobile device. Selling, redeeming, or trading virtual in-game currency is otherwise not allowed by our Terms of Service.
As with most downloadable software products, items bought in our games (in-app purchases) are non-refundable. In rare cases, exceptions can be applied.
If the purchase was made on an Apple (iOS) device:
For purchases made on an iOS device, Supercell is not able to handle refunds directly. Please visit Apple support and select the "Contact iTunes store support" link, then "Purchases, billing and redemption" and choose the option that fits you best.
If the purchase was made on a Google (Android) device:
Please send an email to email@example.com or contact us directly through Help & Support. In your message, please state the name of the game the purchase was made in and add the receipt of the purchase. The transaction ID (looks similar to this - GPA.1234-1234-1234-12345) at the bottom of the document must be visible. Receipts for transactions have been emailed to you by Google after each purchase.
If you or your child have never played one of our games, but suspect that there’s been fraudulent transaction activity on your account, then you should immediately contact Apple (for iOS devices) or Google (for Android devices), who control the transaction process.
For Apple (iOS) devices:
Visit Apple support and choose the option that fits you best.
For Google (Android) devices:
Visit Google support and perform a search, or use the “Get Help” button on the page (English language site only).
If you’ve already contacted Apple or Google about suspected fraudulent activity and they’ve sent you to us, please contact us at firstname.lastname@example.org. Be sure to include specific details like what happened and when, transaction ID receipts, relevant screenshots, etc.
Also, be sure to read through our Fraud Issues section for more information about suspected fraudulent activity.
Your privacy is always on the top of our minds. Here at Supercell, we don’t have access to any of your credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store or Google Play (depending on your device), via your personal email address associated with that account. We’ll also always ask for your consent when it comes to sending direct marketing messages to your mobile device.
We won’t sell or disclose your personal data to third parties for their own commercial purposes.
Like we said, we’re here to help! If you have any more questions, send us an email at email@example.com. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.
If you’re familiar with our games, you can also check our Support pages or Forums page for plenty of information, built along with our player community. An additional resource is available inside your game, by going to Settings > Help. There you can read frequently asked questions (FAQs), browse forums, or report an issue that will automatically include some of your basic game information that will help us respond to you better.
Many of our players enjoy interacting with one another through group chat in our games, and we work hard to maintain a safe and secure environment for this. We don't have a private chat facility in any of our games, and we display regular warnings against sharing personal information. We have also built, and constantly update, a 'blacklist' of offensive words and phrases that can be quickly found and removed from all areas of our games.
If there are any issues, our games contain prominent tools for players to report any offensive, insulting, or inappropriate behaviour to us. We've also made it possible for users to mute chat from any other player whose messages they do not want to see.
If you prefer to report any concerns by email, you can also reach us at firstname.lastname@example.org. In your email, please be sure to include as many specific details as possible, to help us quickly understand and identify the issue.
Thanks for your help in making our games as safe and as fun as possible!
If you would like to know more about Supercell's games, please visit here.
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