You probably have questions about keeping you, or your children safe while connected to our game through your mobile device. Things like age limits, in-app purchases, and privacy are all very valid concerns, and we’re here to make sure that you get the support you need.
If you or your child ever has any problems with our game, you should be able to quickly find out how to fix it. As well as providing guides like this, that means helping you to contact the right company for your issue, whether it’s to do with payments (which will usually be Google or Apple, who process purchases and refunds) or the game itself (which will usually be us).
Read on as we try to cover what might be your most likely questions. If we’ve missed anything, email us via our contact page. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.
If you’re familiar with our game, you can also check our Support pages for questions about your game or device. An additional resource is available inside your game by going to Settings > Frequent Questions. There you can read frequently asked questions (FAQs) or report an issue that will automatically include some of your basic game information that will help us respond to you better.
HOW CAN I MANAGE OR TURN OFF IN-APP PURCHASES?
Our game are free to download. Please note however that our game also offer entirely optional “in-app purchases”. These purchases are never required to play the game, but can be used to enhance some elements of gameplay.
In-app purchases are paid for with real money, and are always clearly labeled as such. They’re accessible “in game”, meaning that the options to make a purchase are found within the game itself.
Important: You can easily manage the ability to make in-app purchases, adjust password protection settings, or disable in-app purchases entirely through your mobile device’s general settings. The way to do this depends on whether you’re using an Apple iOS device, like an iPhone or an iPad, or a Google Android device.
WHO PROCESSES IN-APP PURCHASES?
We don’t process payments for in-app purchases, or have access to any of your credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store or Google Play (depending on your device) via your personal email address associated with that account. Receipts for these transactions are emailed to you by Apple or Google after each purchase (though please note that any post-purchase processes are controlled by Apple or Google and are subject to change by them).
I’VE SEEN ANOTHER SITE THAT OFFERS ME IN-GAME PRODUCTS FOR NHL FIGURES. CAN I BUY FROM THEM?
Beware of any third party sites that promise you enhancements for our game (like “free tickets” websites, etc). These sites may collect your personal information, money, or both, and often never deliver the promised in-game products. If you want to make an in-app purchase, the safest way is simply to make the purchase through the game itself on your mobile device. Selling, redeeming or trading virtual in-game currency is otherwise not allowed by our Terms of Service.
MY CHILD ACCIDENTALLY MADE AN IN-APP PURCHASE. HOW DO I SEE ABOUT A REFUND?
As with most downloadable software products, items bought through our game (in-app purchases) are generally non-refundable. In some special occasions there can be exceptions, however. The transaction process is controlled by Apple (for iOS devices) or Google (for Android devices), and both companies have support teams who handle refund requests.
I’VE RECEIVED A BILL FOR A PURCHASE I DIDN’T MAKE. WHAT SHOULD I DO IF I SUSPECT FRAUDULENT ACTIVITY?
If you or your child have never played one of our game, but suspect that there’s been fraudulent transaction activity on your account, then you should immediately contact Apple (for iOS devices) or Google (for Android devices), who control the transaction process.
Thanks for your help in making our game as safe and as fun as possible!