FAQ · Frequently asked questions

A connection delay can prevent the balance from updating immediately. Close the game completely and reopen it on a stable connection.

If the balance still looks wrong, send Support the game name, player ID, time and approximate difference. Include before-and-after screenshots if available so we can check the records.

Check whether the reward was already claimed and whether a countdown is shown. Reset times and eligibility depend on the game or event.

Update the game and check the Inbox if your game has one. If the reward is still missing, send its name, your player ID, the time and a screenshot.

A lost connection or a delayed completion signal can delay a reward. Wait until the ad finishes and its close button becomes available before closing it.

If no ads are available, supply may be temporarily limited or you may have reached a viewing limit. Try again later. For repeated issues, send Support the game name, player ID, viewing time and an ad screenshot.

Check the daily or timed bonuses, missions and level-up rewards available in your game. In Cash Bay, you can also check Coin Lounge in the lobby.

Look for bonus links and events on the official Facebook page. Available rewards and eligibility vary by game and event.

The link may have expired, or your account may already have claimed it. Each bonus link can be claimed once per account.

Check that you are signed in to the intended account. If an unused, valid link does not work, send Support the link, player ID and time of your attempt.

Currency spent through a normally completed bet or spin is not restored or reimbursed because of an input mistake or an incorrect bet setting.

Check the Bet amount before starting play or entering a new game. If you suspect a technical error, contact Support with the time and a screenshot.

Processing between the store and game can take time. Do not purchase the same item again. Restart the game and check your balance and Inbox.

If it is still missing, send the game name, player ID, purchase time, item name and store receipt. For Google Play, include the order number starting with GPA; for Apple, include the receipt for that purchase.

Eligibility depends on the store, item, purchase time, usage and regional policy. An unused item does not automatically qualify for a refund.

For Google Play purchases, see the official refund guidance below. If you need help identifying a purchase, contact Support with the order number.

For Apple purchases, sign in with the purchasing Apple account at reportaproblem.apple.com to request a refund. For other stores, follow that store's process.

Store refund guidance: Google Play · Apple · Apple Refund

Check the purchase history for the store account used to pay, or your receipt email. For Google Play, look for an order number beginning with GPA.

For Apple, check your purchase history or receipt email from Apple. Send the relevant item, purchase time and order details to Support, but never a full card number.

Use a login method supported by your game and the same account you linked previously. Available login methods vary by game and device.

If you used a guest account or cannot find the old account, send the game name, previous player ID or nickname, device and any recent purchase receipt. We will check the records and explain whether recovery is possible.

Avoid repeatedly reinstalling or deleting game data before your account is identified.

Update and restart the game and Facebook app. Visit facebook.com directly in your browser and check that you can sign in to the intended account.

Try another network. If it still fails, send the error message or screenshot, game name, device and operating system. Avoid deleting game data or reinstalling if you are unsure your account is linked.

If available, use Settings → Game information → Delete account. If you cannot find the option, send Support the game name, player ID and an account deletion request.

Once deletion is completed, play data such as currency and levels cannot be restored. Please consider this before requesting deletion. Personal data handling and any necessary record retention follow the Privacy Policy.

First check your current player ID and linked account. Where supported, use Sign Out in settings, then sign in with another supported account on the login screen.

Signing in to another account does not mean your existing progress moves to it. If you want to change the link while keeping your currency and levels, contact Support before signing out.

Close the game and unused apps, then reopen the game. Try switching between Wi-Fi and mobile data.

Restart your device, check available storage and install game updates.

If it keeps happening, send the game name, player ID, device model, operating system and game versions, affected screen and time.

Check all completion requirements and whether a reward is waiting to be claimed. Also check the reset time or countdown shown on the mission screen.

If restarting does not update progress or enable the reward button, send Support the mission name, a screenshot and your player ID.

Check your device media volume and silent mode. On iPhone, check the silent switch or silent-mode setting available on your model.

Make sure BGM (music) and SFX (sound effects) are enabled in game settings. Check whether audio is being sent to Bluetooth headphones instead of the speaker.

Reconnect on a stable network and check your balance, rewards and free-spin status. Results processed by the server may be reflected when the connection is restored.

Some bonus features, such as link spins, may not retain progress after a disconnection. If you suspect missing currency or rewards, send the game and slot name, player ID, time, bet amount and screenshots. Support will review server records and advise whether restoration or a reward adjustment is possible.

Cash Bay, Galaxy and Farkle are social casino games. Coins, chips and points are virtual currency used for play.

Virtual currency cannot be withdrawn or exchanged for real money or physical prizes.

Results are determined randomly. A series of losses does not guarantee a future win. Check the rules and paytable for the game you are playing.

If you suspect a display or payout error, send the game or slot name, time, bet amount and screenshot so we can check the play records.

Sign in with the same linked account using a login method and device supported by the game. Supported platforms and login methods vary by game.

Simultaneous access from multiple devices is restricted. Close the game on the previous device before connecting on another.

In games that offer VIP, store purchases can earn VIP points. Higher tiers can provide benefits such as increased bonuses or extra currency with purchases.

Check your profile or VIP screen for your current tier, points needed for the next tier and benefits. Tier names and benefits may vary by game.

Using or distributing unauthorized macros, auto-clickers, modified apps or cheating tools, abusing refunds or bugs, stealing accounts and illicit currency trading are prohibited.

Confirmed violations may result in removal of improperly obtained currency, temporary suspension or a permanent ban under the operating policies. Report suspected abuse to Support.