Payments and Gems

## Is Tactical Monsters free to play?

**Tactical Monsters** is free to download, install and play. In-game currency can be used to expedite progress, but all of the game's content can be accessed with or without it. There are also in-game offers, some of which can be bought with Gems, Gold or real money. Purchases are made through Tactical Monsters' in-game shop. For maximum security and customer protection, purchases are processed exclusively by iTunes, Steam, Windows Store, and Google Play.

Providing a first-class experience for our players is extremely important to us - that's why every area of the game is equally accessible to all as they level up, regardless of whether they invest real money or not.

## How do I disable or enable in-app purchases?

**Camex games** are free to play, but you can buy in-game currency to progress faster. In-game currency is purchased with real money using either *Google* or *iTunes*.

To set restrictions on your device, please refer to the link:

* For Google
* For Apple

**If you’d like to continue making in-app purchases, set the device to require your password every time you make a purchase (select “Immediately”) or every fifteen minutes.**

## I spent my gems by accident! Can I get them back?

By adding intuitive confirmation steps, we’ve done everything we can to limit accidental purchases from the game. When making a purchase with Gems, you will always be notified, and asked to proceed before spending any actual Gems. This has done very well in limiting such instances.

Because **Tactical Monsters** is a live, online multiplayer game, reversing changes would have adverse effects on other players you've interacted with. As we can’t turn back anyone's in-game progress, or remove features, providing this refund would put you in a privileged position, which we see as unfair to other players who earned the same item or upgrade through their own Gems or gameplay.

## All the gems from my order have been removed!

As a rule, in-app purchases are non-refundable, and certain conditions apply to any exceptions we make.

**Camex** wants to keep a fair playing field, and reserves the right to revoke access to any refunded content. This means that if the money used for an order of *1,200 Gems* is refunded, we may remove that amount of Gems from your account. If any of those resources have been spent prior to the refund, it can result in a negative Gem balance in your game. A positive balance can be restored by collecting resources in-game or making additional currency orders.

Following refunds comprising multiple, large orders, it may even be necessary for us to suspend access to a game account. This is also the case if a player has made Gem orders using a third-party Gem seller in breach of Camex's Terms of Service.

We understand – no player wants to find their Gem coffers empty. Even then, removing refunded Gems is the only way we can reconcile the gap between a player's payments and Gem balance. When you order Gems, it goes without saying that they are yours to keep. When payment for an order is cancelled, the opposite is true, just like in any transaction: you forfeit your claim to the refunded item.

As an online game, **Tactical Monster** 's economy and mechanics are always the same for every player. The same applies to Gem access. To avoid an unpleasant surprise, remember to keep your mobile device safe and locked, and never, ever share your game account with anyone.

## Can I buy gems outside the game?

Short answer: No!

The only way to purchase *Gems* is through the in-game shop (processed securely by the **iTunes** or **Google** or **Steam**).

There are many third party websites offering in-game currency for **Tactical Monsters**, but **NONE** of them are safe to use. **Ignore** whatever their websites claim, they are NOT sponsored by Camex. Often, third parties will ask for Game Center/Google login credentials. This will give them access to your game. If you give them those credentials, **we cannot guarantee** your account's security.

If you purchased Gems from somewhere other than the game, we unfortunately cannot assist you any further, as your account has already breached our Terms of Service.

We reserve the right to ban game accounts with Gem orders from third-party websites.

## Why have my gems disappeared?

If you’ve opened your game to find that Gems have gone missing, it’s because they’ve somehow been spent. Usually, this is just due to the curiosity of a friend or family member. It's also likely if you’ve loaded your account onto someone else’s device, and didn’t sign off. They could be using it without you knowing.

The game cannot use Gems on its own, purchases must be requested by the user. Accidental purchases are a possibility, though we’ve added a series of intuitive confirmation steps to prevent this.

In order to prevent these instances from happening in the future, please remember to lock your screen after playing. If you’ve loaded your account onto someone else’s device, remember to log out when you’re done.

## Why do I get a "high risk" warning?

For user security reasons, the **Google Play Store** may deem certain purchases out of the ordinary. This automatically prevents unwanted charges on your device. Purely by accident, the system has determined that your purchase was “high-risk”, canceling it in the process.

Don’t worry; the reservation will clear automatically. However, you’ll be unable to make further purchases for 30 minutes (sometimes longer).

In the meantime, verify that your name and billing address are exactly as listed on your credit card.

If you continue receiving the “high-risk” pop-up, please refer to this link.

## My purchase was canceled!

If you’ve tried making a purchase but your order was canceled, you will not be charged for that order.

However, **Google Play** may put a temporary “reservation” on your credit card equal to the value of the purchase. But don’t sweat it; these “reservations” clear automatically in a short period of time.

Canceled purchases are likely to occur if your billing address, and/or the name registered in your Google Wallet is different than the one on your credit card. Straighten this out by contacting your bank to confirm details, then log into your Google Payments (at payments.google.com), and enter “Payment Methods” to verify that your information is consistent.

## Where do I find my purchase history?

To review your purchase history, please check the guides below:

**ANDROID**

* Enter payments.google.com, then log in with your desired Google account
* Select “Transactions” to display your Play Store order history.
* Choose an individual entry to view its corresponding receipt.

**iOS**

* Open iTunes on your computer.
* Select your username (this should be your e-mail address), and choose “Account”
* Scroll down to “Purchase History”, and choose “See All”

## iOS - I can't see the shop or make an order!

**Apple** processes payments made toward the game, so it’s important to configure device settings prior to making your order.

If you’ve made an order that has been processing for 24 hours or more, please contact iTunes Support here.

If you are not waiting on a purchase, please check the iTunes in-app purchase restriction guide for further information.

## Android - I can't see the shop or make an order!

Google processes all payments made through the Google Play Store.

To resolve any related purchasing issues, please consult Google’s Support site here.

Emergency troubleshooting:

**Payment method greyed out / “not eligible”**

1) If you are trying to pay with a credit/debit card, check the expiration date & billing address:

* Sign into payments.google.com
* In the left hand navigation, select “Payment Methods”
* Check the card’s expiration date and billing address

2) Check if the billing country and the legal country at payments.google.com match

* Sign into payments.google.com
* In the left hand navigation, select “Payment Methods”
* Check the payment methods’ billing country
* In the top right corner, click on the “gear” icon to access the “Settings” page
* Check the legal country

3) Try a different payment method

**Payment method is declined by card issuer or carrier (usually “Payment method declined” error triggered):**

Contact card issuer or carrier OR try a different payment method.

## Why are my gems negative?

A negative gem balance indicates account misuse. A negative gem balance happens when you refund a gem order after the gems have already been used.

There is a possibility that your payment didn't go through and an automatic refund may have happened.

For refund issues related to **Google** or **Apple**, please contact their respective support services.

**For Apple (iOS) devices:**

Visit Apple support and select the "Contact iTunes store support" link, then "Purchases, billing and redemption" and choose the option that fits you best.

**For Google (Android) devices:**

Visit Google support and perform a search, or use the ‘Contact us’ button on the page (English language site only) to reach a Google customer support representative by email or by phone.