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.
We’ve gathered the most common payment questions and their solutions in one place.

🛒 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 minutes—sometimes 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 don’t recognize, don’t worry—this often happens when:

You purchased multiple games or Collector’s 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
→ Account Settings → Purchase History
Review any active memberships (some renew monthly).
Look for pending transactions—these often disappear within 1–3 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 you’re trying to update or add a new payment method, make sure:

The card is active and not expired
You’ve entered the billing address exactly as your bank has it
You’re not using a prepaid card (some regions don’t support these)
You don’t have a VPN blocking payment verification

To update payment details:
Account Settings → Payment Details → Edit Payment Method

If the option doesn’t appear, your account may not currently have an active membership.

4. I Was Charged but Didn’t 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 didn’t 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.

🔐 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

🧾 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.

🎮 Need More Help?

Our Support team is here to help with any payment or billing concern—from missing items to refund inquiries.
Select Contact Us in the Help Center and we’ll take care of the rest.

💳 Payment & Billing Issues (Troubleshooting Guide)