Unable to make a purchase

In-game purchases are disabled in the Facebook app for iOS devices. However, you can make purchases from your mobile browser, computer, or the Facebook app on Android.

Sometimes, your payment for in-game goods might fail. If that happens, first of all double-check that your payment information is correct and up-to-date. It's easy to make a typo and not spot it, so make sure it's not the case for you.

Have you confirmed that your payment information is correct? If yes, follow the steps below.

1. Refresh the browser tab or reopen the Facebook app.

Depending on where you're making a purchase, refresh your browser tab or close and reopen the Facebook app on your mobile device.

2. Make sure your Internet connection is stable.

Get as close to the router as possible. If available, try a different Wi-Fi network.

3. Clear cache and cookies for 'all time'.

If the payment continues to fail after the previous troubleshooting steps, try clearing the cache and cookies for 'all time.' It may seem tedious but believe us, it's often very helpful in resolving various issues!

• If you're using a computer or laptop → choose your browser's name to see the appropriate steps: Google Chrome, Mozilla Firefox, Microsoft Edge, Safari. 
• If you're using a mobile browser → choose your browser's name to see the appropriate steps:
  • Android: Google Chrome, Mozilla Firefox.
  • iOS: Google Chrome, Mozilla Firefox, Safari.
• If you're using Android Facebook app →
  • Open the "Settings" app.
    • Or, if you have an older phone running Android Oreo, Nougat or Marshmallow, open the "App Manager" settings page.
  • Open the "Apps" section.
  • Tap the "See all apps" heading to see a list of your installed apps.
  • Find Facebook on the list and tap on it.
  • Tap the "Storage & cache" button.
  • Tap the "Clear cache" button.

4. Update your browser or Facebook app.

Outdated browser or Facebook app may not support the latest features required for in-game purchases. Make sure it's up to date!

5. Try another browser or device.

For various reasons, a purchase on your usual browser or device might not go through. Instead, attempt the purchase from a different browser or device.

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If the issues still persist after following the steps above, reach out to our support team by sending an email to [e-mail]. Include the following information:

🔹 What bundle are you unable to purchase? (e.g. the Onboarding Season Pass)
🔹 When did the issue first occur? (e.g. yesterday evening)
🔹 What is the model of your device? (e.g. Samsung Galaxy)