Oh no! Double Charged or Bought Something by Mistake? Here's What to Do.
We know mistakes can happen, and nothing ruins a great game session like a billing issue. In general, in-app purchases made in Highrise are final and non-refundable. Whether it is event items, currencies, or other goods purchased in the game's shop, these transactions cannot be reversed, undone, or exchanged. If you've been double charged or accidentally made a purchase, follow these steps to resolve it quickly:
Depending on the type of purchase, policies may vary. For example, purchases made during events are final, and event-related purchases cannot be reversed or refunded. Also, pet-bound items already assigned to pets are non-refundable, while refunds for unbound purchases may be considered. For account-bound items, any refund is processed through the platform used for purchase, with the respective gold or items being removed upon a refund.
Check Your Purchase History:
For iOS: Open the Settings app, tap on your name, then 'iTunes & App Store'. Tap your Apple ID, then 'View Apple ID'. You might need to sign in. Tap 'Purchase History' to check for any duplicate charges.
For Android: Open the Google Play Store app. Tap the three horizontal lines (menu) in the top left corner. Tap 'Account' then 'Purchase History' to check for any duplicate charges.
Request a Courtesy Refund:
Highrise may offer a one-time courtesy refund for accidental purchases. Submit a request, and the support team will review it. If approved, items will be removed from your inventory, and the related currency refunded. Note that this is a one-time exception and future accidental purchases will not qualify.
Please note that the courtesy refund is solely for one accidental or duplicate purchase, and future similar requests might not be approved. Standard items, as well as unbound pet-related items, may qualify, while event-based purchases are final and non-refundable.
Request a Refund via the Platform:
For iOS: Go to reportaproblem.apple.com, log in with your Apple ID, find the purchase in question, and select 'Report a Problem'. Choose the appropriate option and submit your request.
For Android: Open the Google Play Store app, go to 'Account', then 'Purchase History'. Find the purchase, tap on it, and select 'Request a Refund' or 'Report a Problem'. Fill out the form and submit it. Keep the purchased gold or items in your account during the review process. If the platform grants the refund, the respective items will be automatically removed from your Highrise account.
During the review process, ensure the purchased item/gold remains on your account as refunds will result in their removal upon approval.
Contact Highrise Support:
If you're unable to get a refund through Apple or Google, reach out to us directly. Open the app, tap the gear icon for settings, select 'Help Center', then 'Contact Us'.
Provide all necessary details: your player ID, a screenshot of the purchase receipt, and a description of the issue. Our support team will investigate and assist you, ensuring a smoother experience.
Include any additional documentation that may support your claim, such as a detailed transaction log, to expedite the review process.
Prevent Future Issues:
Double-check your purchases before confirming them.
Enable purchase authentication to avoid accidental buys. For iOS, go to Settings > Screen Time > Content & Privacy Restrictions > iTunes & App Store Purchases > Require Password. For Android, go to Google Play Store > Settings > Require authentication for purchases.es.
Mistakes happen, but we’re here to help ensure your Highrise experience remains smooth and enjoyable. Thanks for your patience, and happy gaming!