Where are my coins?

Didn't receive your coins? Let's get that fixed for you! 

If you purchased coins and received your purchase notification but are still not seeing coins in your account, or if it has told you the coins were not or could not be downloaded, or if you tried to purchase coins and it tells you that you've already purchased them, and won't allow you to purchase again:

We require all 3 pieces of information asked for below, if you do not provide all 3 - we cannot process the request for you.

1.) Your SongPop Username or Email Address you use for SongPop.

Remember, your SongPop Username is NOT - 
Your Facebook Name (i.e. Jane D.)
Your Game Center Username (i.e. Welcome Back Jane D.)
 
To find your true SongPop Username (If you play on iPod, iPad, iPhone, Android Phone, Android Tablet, or Kindle)

a.) Choose the icon with the person and gears in the upper right corner.
b.) Choose "My Profile"
c.) Choose "Edit"
d.) Here your Username is displayed. 

To find your true SongPop Username (If you play on your computer)

a.) Choose the icon with the gears in the upper right of your SongPop Navigation, select "Profile".
b.) Choose "Edit"
c.) Here your Username is displayed.

Another thing to remember about your SongPop Username: Usernames are always cAsE sEnSiTiVe so we cannot look you up if you send us a username with wrong capitalization/spaces/characters. It is important that you send us the username exactly as it is displayed in your SongPop Profile Settings. 

2. Your receipt or order ID number from your proof of purchase you should have received after your purchase. If you do not have a receipt in your email, please check your spam folder. If not in your spam folder we can also accept the proof of transaction on your bank or credit card statement. We do not need the whole thing, we just need the numbers associated with the SongPop order. We cannot process any sort of refund request without proof of purchase.

3. Which size package of coins you purchased.

400 $1.99 USD

1,000 + 200 *free (1,200) $4.99 USD

2,000 + 500 *free (2,500) $9.99 USD

5,000 + 2,500 *free (7,500) $24.99 USD

10,000 + 10,000 *free (20,000) $49.99 USD

20,000 + 30,000 *free (50,000) $99.99 USD

Once we have all of the requested information, we can resolve this issue for you. 

***NOTE: We can add coins to your account that you did not receive, but we cannot credit back or refund to your card. For that you'll have to contact AppStore/iTunes, Facebook, Amazon or GooglePlay.

Transaction Issues occur because SongPop handles thousands of transactions per day. Each transaction involves a series of communication between SongPop, the payment provider, and the platform (iTunes, Android, Amazon, and Facebook). If there is even one disturbance in the communication flow, the transaction is broken and results in coins not being given.