A negative Gems/Diamonds balance may occur if a refund is requested on a used in-game Gem/Diamond purchase. When the refund request gets approved, the respective Gem/Diamond value of the in-game offer is automatically deducted from the account. Offers in-game are often valued higher than the price you pay. That’s why the number of resources removed from your account may be higher than the original cost of your purchase.
If no refund was requested, the problem might be that the payment didn't go through, and an automatic refund was issued, resulting in an automatic refund of the respective Gem/Diamond value. If that’s the case, please contact Google or Apple to check your payment status.
For Google (Android) devices:
- Visit Google support
- Select the ‘Contact us’ button at the bottom of the page
For Apple (iOS) devices:
- Visit Apple Support
- Proceed to ‘Billing and subscriptions’
- Select the option that fits you best
You can also contact your payment provider to check the status of your previous game transactions.
Please note! If you have a negative Gem/Diamond balance, you will not be able to purchase in-game offers.
If you need any further assistance after checking with your payment provider, contact us with a screenshot of your order receipt. Just make sure that all personally identifiable information (PII) on your receipt is hidden. See our guide on how to redact PII from your receipts and screenshots here.