Overview
If you're having trouble completing a purchase, updating your payment method, or seeing unexpected charges, this guide will help you quickly identify the issue and get back to enjoying your Big Fish games.
Weāve gathered the most common payment questions and their solutions in one place.
š Common Payment Issues & How to Fix Them
1. Payment Failed or Was Declined
Payments may fail for several reasons including banking restrictions, incorrect details, or temporary processing issues.
Try the following steps:
Double-check the card number, expiration date, CVV, and billing address.
Confirm that your card has sufficient funds.
Try another card or payment method (if available in your region).
Contact your bank and ask whether they blocked the transaction for security reasons.
Try the purchase again after a few minutesāsometimes it's only a temporary issue.
If the charge continues to fail, contact Big Fish Support and include:
Your account email
Last four digits of the card
Approximate time of attempted purchase
Screenshot of the error message (optional)
2. Unexpected or Duplicate Charge
If you see a charge you donāt recognize, donāt worryāthis often happens when:
You purchased multiple games or Collectorās Editions close together
A pending authorization temporarily appears as a second charge
A Games Membership renewal was processed
A family member using your device made a purchase
What to do:
Check your Purchase History
ā Account Settings ā Purchase HistoryReview any active memberships (some renew monthly).
Look for pending transactionsāthese often disappear within 1ā3 business days.
If the charge remains or looks incorrect, reach out to Support for a review.
Please include the date, amount, and the first/last name on the billing method.
3. Unable to Update Payment Method
If youāre trying to update or add a new payment method, make sure:
The card is active and not expired
Youāve entered the billing address exactly as your bank has it
Youāre not using a prepaid card (some regions donāt support these)
You donāt have a VPN blocking payment verification
To update payment details:
Account Settings ā Payment Details ā Edit Payment Method
If the option doesnāt appear, your account may not currently have an active membership.
4. I Was Charged but Didnāt Receive My Game or Credit
This can happen if:
The purchase was interrupted before download
The system did not sync your new game to your account
Your membership credit didnāt refresh properly
Try these steps:
Log out and back in to your Big Fish account
Go to Purchase History to confirm the transaction completed
Go to My Downloads to see if the game is available
Refresh the page or try a different browser
If your item is still missing, Support can manually apply your game or membership credit.
5. Promotional Code or Discount Not Working
Promo codes may fail if:
The promotion has expired
The game is not eligible for discounts
The code was entered incorrectly
You already used the promotion on your account
If you believe the code should still work, contact Support and include the code you attempted to use.
6. Refund Requests
Big Fish reviews refund requests on a case-by-case basis, depending on:
The game purchased
Time since purchase
Technical or billing issues
Regional refund laws
To request a refund:
Go to the Contact Us page.
Choose Billing or Payment Issue.
Include the order number and the email on file.
Our team will get back to you as soon as possible.
š Security & Payment Safety
Big Fish uses secure, encrypted payment processing for all transactions.
We never store full card numbers and we follow global security standards (PCI-DSS).
If you believe your account has been compromised:
Change your password immediately
Review your Purchase History
Contact Support for an account audit
š§¾ Before Contacting Support
To help us resolve your issue quickly, please provide:
Your Big Fish account email
The date and amount of the transaction
A screenshot of the error (if applicable)
The last four digits of the card used
This helps us locate the billing record and respond much faster.
š® Need More Help?
Our Support team is here to help with any payment or billing concernāfrom missing items to refund inquiries.
Select Contact Us in the Help Center and weāll take care of the rest.
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