If you attempted to make a purchase and were asked to verify your billing information, pending charges may show on your statement. You will not actually be charged twice.
What may appear to be duplicate charges on your financial statement are almost always due to "pending" charges on your account rather than a completed purchase. Your bank may initially approve a purchase and place the funds on hold before verification of your identity is complete. If your identity (including billing address and name) does not exactly match what they have on file, they will stop the purchase. You will see a message asking you to verify your information and try the purchase again. At this point, WildTangent will not withdraw any money for that purchase attempt in order to protect you from possible fraud. However, your financial institution may keep the funds on hold for a certain number of business days.
Our system automatically cancels these purchases. If you see multiple pending charges on your account, please contact your bank in person or by telephone. They will be able to examine the transaction in detail, and usually explain why they couldn’t complete it. If they request our authorization to remove the hold on any funds, we can fax them that information (you would need to email us and provide the fax number and name of a representative who can receive sensitive information).
Charges of $4.99 and $12.99 are WildCoins plan charges. Please see WildCoins Billing for more information about these subscriptions. All of our WildCoins plans are subscription services, not one-time payments.
Charges of $9.99 or $19.99 may be either one-time purchases for a single game (without the backup disc), one-time "pack" purchases of WildCoins, or a WildCoins Standard Plan charge (see WildCoins Billing above). A charge of $28.94 USD is the cost of the game plus the Backup Disc - CD, ordered at the same time and shipped to arrive within 7-10 days.
In cases of fraud, we will gladly work with you to issue a refund. Before contacting us, we ask that you speak with household members to verify that they have not made a legitimate purchase. In particular, we find it is quite common for children to "borrow" their parents' cards without approval.
To report fraudulent charges, please E-mail Support directly. We will respond within 24 hours.
Most refunds are initiated immediately upon your report, and take 5-10 business days to post to your account.
When you contact WildTangent Customer Support about a billing question, please try to include as much information about your purchase as possible. Your first and last name, email address, order number (or date of purchase), and unlock code will help us to address your problem. If you are contacting us regarding a fraudulent charge and you don't have this information, please include the date of the charge, the amount you were charged, and the exact name on your credit card; this will help us locate the purchase.
