Q. What is Zynga? Why are they charging me?
Zynga is the #1 social gaming company on the web. Zynga was founded specifically to add a social element to casual online games, because we love games and we love them most when we're playing with friends!
If an unrecognized charge from Zynga appears on your credit card, please contact our Billing Support Hotline at 1-800-762-2530.
Q. I've purchased game currency on my Zynga game, but never received it on my account.
You may be experiencing a delay depending on the time of purchasing game currency within your favorite Zynga game. If you purchase at peak times when many users are logged on, the granting of game currency may take up to 2 hours for you to see it credited on your account.
If you still do not have the game currency after waiting the 2 hours allowed, please feel free to contact our hotline at 1-800-762-2530 at any time and a service representative will be ready to assist you.
Q. What are the forms of payment methods available when purchasing virtual goods?
We accept Visa, Mastercard, American Express, Discover and Paypal when purchasing with Facebook Credits or directly through Zyngagames.com.
Q. When will my credit card show as charged?
When completing a purchase the authorization of your transaction usually takes 3 business days to finally settle with your financial institution. When making the actual purchase it may take 3-5 business days to reflect the actual charge on your bank statement. As shown below indicates the purchase was made using Facebook credits to buy in-game currency on 12/09, however the charge did not show up on the bank statement until 12/13.
Q. Will I be charged sales tax?
Sales tax may be charged depending on the geographic location of an Internet-connected computer or mobile device.
For more information on taxes please "click here"
Q. Why am I unable to purchase game currency in my game?
To protect both our users and our company from attempts at credit card or payments fraud, we have implemented screening systems which can lock users out of payments based on a number of criteria.
There are two basic types of purchasing blocks:
Temporary Purchase Blocks (zCode201)
These can be applied to your account if you have had a previous purchase attempt that was declined, or if you have exceeded the number of times that you can make purchases for the day.
These will automatically expire after roughly a 24-hour period. Please note that this period may be longer depending on whether you have exceeded a daily, weekly or monthly purchasing limit.
Permanent Purchase Blocks (zCode202 or zCode203)
Because we do not wish to compromise our systems detection methods, we cannot go into specific detail surrounding why your account has been blocked. We can only tell you that something unusual in your account or account history triggered our system to permanently lock you out. Basically, our system can no longer trust that payments initiated by your account will settle or account activity suggests that your credentials have been compromised. For further assistance on this matter, you may contact our hotline at 1-800-762-2530.
Q. I attempted to make a purchase but my credit card was declined so why is a charge appearing on my statement?
Sometimes banking institutions will put a small hold on your funds when you initiate a transaction as a sort of pre-authorization. These holds will appear when you check your online statement; however, they do not actually result in a charge.
If the transaction you initiated does not go through or is not completed, then the funds that were placed on hold are released. Each bank has its own timeline and policies for releasing these funds; however, it is typically in the vicinity of 7-14 business days.
Please check with your financial institution for their specific policies regarding holds on funds.
Q. Why am I seeing multiple transactions from Zynga when I only made one purchase?
Each purchase should include an authorization, transfer and payment transaction. The authorization looks like a purchase but it is not, it's basically just a query into your account to make sure your credit card is valid.
The transfer is the actual transaction that is deducting your purchase amount from your credit card. The payment transaction is your purchase being sent to Zynga.
Q. Why am I charged an extra dollar on my Credit Card?
You may see a $1.00 charge to your credit card the first time you buy items, game currency or chips from Zynga.
The $1.00 charge is used as a pre-authorization check to verify that charges made to the card will go through, but the money is not actually transferred.
The charge goes into a pending status and you are not charged the extra dollar.
Contacting Billing Support
If, for any reason your question wasn't answered and you need to contact our Billing Department, please submit a support request to our billing team by clicking on the "Get Help" button. Please remember to provide your Social Network User ID and your full name as it appears on your credit card, the amount purchased, and date of transaction.
Zynga's billing support hotline is also available 24 hours a day, 7 days a week (including holidays) for billing related issues only. Our hotline can be reached at 1-800-762-2530.
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