Top 10 FAQ

• The game is stuck on the loading screen. What should I do?
• Please try these steps:
  1. Fully close Merge Scandal and open it again.
  2. Check your connection. Try switching between Wi-Fi and mobile data.
  3. Check the store for a game update.
  4. Restart your device.
   
  If you're still not able to play the game, please reach out to our Support team through the Help Center.

• The game keeps freezing or closing. How can I fix it?
• Restart Merge Scandal and your device, then check for game and system updates.
  Make sure your device has enough free storage.
  
  On Android, try Settings > Apps > Merge Scandal > Storage > Clear cache. Menu names may vary. Don't select Clear data or Clear storage.
  
  If it keeps happening, contact us with your device model, OS version, and a description of the problem.

• I paid, but didn't receive my purchase. What should I do?
• First, fully close the game and reopen it while connected to the internet. Check your Google Play or Apple purchase history to confirm the payment was completed.
  
  If the order is complete but your items are still missing, contact us with your player ID, if known, and a copy of the store receipt showing the order or transaction ID, date, amount, and item purchased. We'll check what happened to your order. You can reach us through Settings > Help Center.

• Why can't I complete a purchase?
• Check your internet connection and make sure the game is up to date. Review your payment details and any purchase restrictions on your Google Play or Apple Account.
  
  If payment is declined, follow your store's troubleshooting guide:
  Android: https://support.google.com/googleplay/answer/1267137?hl=en
  iOS: https://support.apple.com/en-us/108095
  
  If you were charged, check your purchase history before trying again. If the issue continues, send us a screenshot of the error message.

• I was overcharged on iOS (iPhone/iPad). What should I do?
• Apple may group several purchases into one bill, so a charge can be higher than the price of a single package.
  
  Sign in at https://reportaproblem.apple.com/ with the Apple Account used for the purchase. Compare the items, dates, and totals with your receipts.
  
  If you still see two completed purchases when you intended to make only one, send us both receipts so we can check the game records.

• I was charged twice on Android. What should I do?
• Open Google Play > profile icon > Payments & subscriptions > Budget & history. Compare the order IDs, dates, and amounts with your receipts.
  
  Check whether both bank entries are completed. A pending authorization can appear alongside a charge and may not be a second purchase.
  
  If there are two completed orders when you intended to make only one, send us both receipts and your player ID, if known. If a charge doesn't match your Google Play history, contact Google Play Support or your payment provider.

Loading/Freezing

• The game is stuck on the loading screen. What should I do?
• Please try these steps:
  1. Fully close Merge Scandal and open it again.
  2. Check your connection. Try switching between Wi-Fi and mobile data.
  3. Check the store for a game update.
  4. Restart your device.
   
  If you're still not able to play the game, please reach out to our Support team through the Help Center.

• The game keeps freezing or closing. How can I fix it?
• Restart Merge Scandal and your device, then check for game and system updates.
  Make sure your device has enough free storage.
  
  On Android, try Settings > Apps > Merge Scandal > Storage > Clear cache. Menu names may vary. Don't select Clear data or Clear storage.
  
  If it keeps happening, contact us with your device model, OS version, and a description of the problem.

Items

Game Play

Payment

• I paid, but didn't receive my purchase. What should I do?
• First, fully close the game and reopen it while connected to the internet. Check your Google Play or Apple purchase history to confirm the payment was completed.
  
  If the order is complete but your items are still missing, contact us with your player ID, if known, and a copy of the store receipt showing the order or transaction ID, date, amount, and item purchased. We'll check what happened to your order. You can reach us through Settings > Help Center.

• Why can't I complete a purchase?
• Check your internet connection and make sure the game is up to date. Review your payment details and any purchase restrictions on your Google Play or Apple Account.
  
  If payment is declined, follow your store's troubleshooting guide:
  Android: https://support.google.com/googleplay/answer/1267137?hl=en
  iOS: https://support.apple.com/en-us/108095
  
  If you were charged, check your purchase history before trying again. If the issue continues, send us a screenshot of the error message.

• I was overcharged on iOS (iPhone/iPad). What should I do?
• Apple may group several purchases into one bill, so a charge can be higher than the price of a single package.
  
  Sign in at https://reportaproblem.apple.com/ with the Apple Account used for the purchase. Compare the items, dates, and totals with your receipts.
  
  If you still see two completed purchases when you intended to make only one, send us both receipts so we can check the game records.

• I was charged twice on Android. What should I do?
• Open Google Play > profile icon > Payments & subscriptions > Budget & history. Compare the order IDs, dates, and amounts with your receipts.
  
  Check whether both bank entries are completed. A pending authorization can appear alongside a charge and may not be a second purchase.
  
  If there are two completed orders when you intended to make only one, send us both receipts and your player ID, if known. If a charge doesn't match your Google Play history, contact Google Play Support or your payment provider.

Setting

• Why can't I hear music or sound effects?
• Make sure the game's music and sound effects are enabled in settings of the app.
  While the game is open, turn up your device's volume and check whether audio is going to headphones or a Bluetooth device.
  
  On iPhone or iPad, try turning off Silent mode. If sound works in other apps but not in Merge Scandal, restart the game and contact us if the issue continues.