I contacted customer service. After waiting a week to hear from them, they tell me that they need a copy of receipt when game was first downloaded. I gave this to them, only to get a standard email back saying that I had not complied with their request. Finally after logging a complaint against them someone contacted me to tell me that they are sorry but had asked me for the wrong item. So I quickly send them what they asked for, only to get another email saying that I had not complied with their request. My advice is make sure that you have your account sent up with a parents email. The game allows kids to send up an account without this, only to find out that there is no way to reset or request your password. Poof all that money you spent gone. Quite a scam they have going here.