Payments FAQ

I made a purchase but did not receive the goods

Please reload the game tab. If you see that the reward is missing, please use the instructions below to check whether your payment is in the purchase history. 

Facebook Hero-wars.com Vkontakte Odnoklassniki My.games
Facebook payment history page: link.

If the purchase is not there, please contact the social network Support: they are processing all the payments. Use the How to contact payment Support section on this page if necessary.

If the payment is in the history, please make a screenshot of it and send it to our Support team using the Get help button in the lower-right corner of the game. We will investigate your case.

Important

A bank receipt cannot become proof of purchase. The transaction should be registered in the social network journal

How to increase VIP

You get VIP points each time you purchase emeralds, offers, or subscription. These VIP points increase your VIP level. You cannot use emeralds to get VIP points.

The highest VIP level is 15; you need to obtain 150.000 points to reach it. The number of points required is gradually increased with each VIP level.

VIP levels
  • VIP 1 — 10 VIP points;
  • VIP 2 — 100 VIP points;
  • VIP 3 — 130 VIP points;
  • VIP 4 — 500 VIP points;
  • VIP 5 — 1.000 VIP points;
  • VIP 6 — 2.000 VIP points;
  • VIP 7 — 3.000 VIP points;
  • VIP 8 — 5.000 VIP points;
  • VIP 9 — 7.000 VIP points;
  • VIP 10 — 10.000 VIP points;
  • VIP 11 — 15.000 VIP points;
  • VIP 12 — 20.000 VIP points;
  • VIP 13 — 40.000 VIP points;
  • VIP 14 — 80.000 VIP points;
  • VIP 15 — 150.000 VIP points.
Emerald multipliers
x4 x3 x2 x1.5
x4 emerald multiplier is a time-limited emerald sale available for all emerald offers in the game from time to time. Each x4 offer can only be purchased per day.
Missed weekly payment: the subscription level is reset

If you skipped a weekly payment and lost the accumulated level of Valkyrie's favor, you can contact our Support team using the Get help button in the lower-right corner of the game. Describe in detail what happened. Our agents will review your case and, if possible, restore the level.

How to cancel the subscription

If you are playing Hero Wars on Facebook or hero-wars.com, there is no auto-renewal, so all you have to do is wait until the subscription ends. You will not be charged again.

If you are playing on Vkontakte, the subscription will renew automatically, so to cancel it, please follow this link, find Valkyrie's favor and press the cross button to delete it. The subscription will no longer be automatically extended.

How to change currency
Facebook Hero-wars.com Other
Open Facebook payment settings (link), press on the Currency section, and choose the desired currency:
mceclip0.png

If you do not find the currency of your country, it is recommended to use USD.
Celeste offer

Celeste offer becomes available once you make a purchase. You need to make a second purchase within an hour to get Celeste bundle as a gift:

If the timer runs out and the second payment was not made, the offer resets and will reappear with a new purchase.

This offer can be obtained only once.

Custom offers

All bundles are the same for every player and are distributed automatically. It is not possible to create a personal offer.

I do not have the same offers as everyone else

All offers in the game are pre-generated and the same for all players. Offers are given randomly and automatically, and each offer can be purchased only once.

If you do not see a specific offer, you will have an opportunity to purchase it in the future.

My payment method/currency is not listed

All supported payment methods and currencies are determined by the social network you are playing in.

If you have any questions, please contact the social network Support: they are processing all the payments. Use the How to contact payment Support section on this page if necessary.

The payment window does not load
  1. Please clear the cache of your browser;
    Google Chrome Safari Microsoft Edge Firefox Opera
    1. Exit the game and leave the browser open;
    2. Press Ctrl + Shift + Delete;
    3. Check Clear Cache;
    4. Click Clear History.
  2. Try to temporarily disable your Adblock or other blocking plugins. Sometimes, even your antivirus can cause the issue;
  3. If the payment window still does not show up, please reach out to our Support team using the Get help button in the lower-right corner of the game. To the same inquiry, attach a screenshot of what you see when trying to make a purchase. We will investigate your case.
How to contact payment Support
Facebook Hero-wars.com Vkontakte Odnoklassniki Mail.ru My.games

To contact Support, please click on the arrow button on the right side of the Facebook heading and select Help and Support:

 

​​

 

After that, go to Report a problem and click on Something went wrong. Then, fill the form and describe your question in the most detailed way.

Was this article helpful? Click here to share your opinion.