Requesting a refund

If your kids bought Candy Crush lives, Google Play may refund you

Google started sending emails to Google Play customers on Tuesday informing them that they could be eligible for refunds under a recent agreement with the FTC.

The payouts are for parents who were charged for in-app purchases made by their children without their permission. Since then, Google has added parental controls to the Play Store that should ameliorate the problem. But if your kids bought in-app content between March 2011 and November 18, 2014, Google may give you your money back if you submit your claim by December 2, 2015.

The process is easy: Go to this new Google Play page generated specifically for the settlement, which lists all eligible in-app purchases from your account, and click “Request refund.”

[company]Google[/company] isn’t asking for any corroborating proof that it was your child who made the purchase — how would that even work? — but by requesting a refund, you’re claiming that it was your child who made an unauthorized purchase that you paid for.

Google asks for an address to send you a check in the event that it can’t refund your credit card. The full text of the email is below:

Dear Google Play customer,

We strive to provide you with the best experience possible across all of our products and services. We take pride in giving you the tools to use Google Play the way you want, including the ability to control how you authorize the purchases on your account.

We understand some parents might have been charged for in-app purchases made by young children who did not have permission to make those purchases. As a result, we’ve added tools to help parents avoid unauthorized in-app purchases by their young children. We are also offering refunds in certain cases in line with our agreement with the FTC.

Our records show that your account was previously charged for in-app purchases. If any of those charges were the result of unauthorized purchases by a minor between March 1, 2011, and November 18, 2014, and you haven’t already received a refund for those charges, you might be eligible for a refund.

In order to make the refund process as easy and quick as possible, we encourage you to use the link below.

To submit a refund request:

  • Use this link to sign into your Google account and review your in-app purchase history.
  • Select any in-app purchases that were unauthorized purchases made by a minor and click “Refund.”
  • Provide the requested information for any in-app purchases selected and click “Submit.”

Google will review your request and contact you via email about your refund status or if we have any additional questions. All refund requests must be submitted no later than December 2, 2015.

If you have any questions or need further assistance with your refund request, please refer to this FAQ.

You can learn more about in-app purchases and parental controls in Google Play on our Help Center.

Thank you,
The Google Play Team

34 Responses to “If your kids bought Candy Crush lives, Google Play may refund you”

  1. If they refund Google Play, can that be transferred to your bank account? It doesn’t look like it. I have $500 in Google Play credit. What am I supposed to do with that? :)

  2. I just submitted mine, I hardly ever check my gmail account so I was just seeing this. I had heard of Apple doing the same thing. Anyway, back in August 2014, my kids discovered the Sims Freeplay and went insane to the tune of $100 before I found out on my bank statement. I am so glad they are helping out with this because I didnt think a company would refund for something like this. I just filed it tonight (2;30am January 29th) so we will see what happens. That money would come in handy so I hope its quick!

    • Explain to the bank what exactly it is for and ask if they would be willing to deposit it and place a hold. Bank tellers are trained to look for checks like that because so many are scams. They may want to research the check as well to make sure it is valid. They are just trying to protect you as their customer but they shouldn’t deny it to you unless they have good reasoning and they should be able to explain their reasoning. Show them any papers that may have come with it and the articles that they are indeed issuing mass refunds. If you need to request to talk to the bank manager to explain the situation.

  3. kdlisa1469

    UPDATE!!!
    FOR ALL THOSE WHO HAVENT RECEIVED AN EMAIL YET (AND THAT INCLUDES ME),
    I JUST SPENT 20 MINS., ON THE PHONE WITH GOOGLE, AND THE FOLLOWING WAS CONFIRMED:
    ANY REFUND.THAT IS REQUESTED WILL BE REFUNDED!
    ANY CREDIT CARD, BANK ACCT., ETC., THAT HAS EXPIRED OR CLOSED, A CHECK WILL BE SENT.TO THE ADDRESS YOU LISTED ON THE REFUND FORM…
    AN EMAIL WILL BE SENT FOR EACH REFUND TRANSACTION GIVING THE AMOUNT REFUNDED AND HOW IT WILL BE REFUNDED, EITHER BACK TO CREDIT CARD, BANK ACCT., OR CHECK…
    I WAS NEVER ASKED WHO MADE THE CHARGES, OR IF A PASSWORD WAS ENTERED PRIOR TO THE PURCHASE.
    HOPE THIS HELPS EVERYONE WHO IS STILL WAITING FOR INFO OR EMAIL…

  4. My transactions began when I gave my son my phone and I had a new one but didn’t realize all my info was still on the old phone. He thought he hit the lottery. I was mortified at the amount of charges he was able to make. I got an email a few days ago and submitted my refund. I also got emails for about 30 refunds I will be getting in a few days. Hallelujah thank you GOD.

    • kdlisa1469

      April,
      I’m wondering if you could tell Us if you were asked to verify anything, purchases?, if you entered your pword, etc., in the email; OR DID GOOGLE JUST VERIFY REFUNDS?
      Also, did Google tell you how the refunds were going to be refunded? Check?
      Credit card? ANY INFO WOULD BE APPRECIATED… I FILE 12/11…STILL NO EMAIL!
      THANKS

  5. I received a refund back towards my Google Play account. I only had about 5 transactions from a previous Google Play credit so that’s where those are from and they indeed did credit them back to me. I am waiting for the check for the rest of them since my Credit Card expired last month. Ill post again if I ever get that money.

  6. jessykasparx

    I can say first hand that it is indeed legit. I requested my app purchase refunds on/near the 11th, and I received my funds into my account this morning! It’s hard to believe how much money I got back… I never realized just how much got wasted by my daughter. Early xmas money I guess

  7. jessykasparx

    I can say first hand that it is indeed legit. I requested my app purchase refunds on/near the 11th, and I received my funds into my account this morning! It’s hard to believe how much money I got back… I never realized just how much got wasted by my daughter. Early xmas money I guess :3

  8. Kymberli Wyche

    Received email stating certain transactions were refunded to the card my child used. Also stated that it could talr up to several days to show on card or 30 days for a check

  9. Filled it out but no email yet. But my daughter has accidentally bought all kinds of games! Started to get worried it was spam? Does anybody know if this is legit Google play.