I didn't make a purchase but I was charged

If you see a charge from PlayZoomi and don't remember buying anything, don't worry — it is almost always one of a few simple explanations, and every case is fully traceable.

Check these first

• A different email address — the order may have been placed with another address of yours. Search your inboxes for "PlayZoomi".
• Someone in your household — a family member may have used your card or device.
• A pending authorisation, not a charge — banks often show a temporary hold that disappears within a few days if the payment did not go through.
• A different store name on the statement — the charge may appear under our payment provider's name rather than PlayZoomi.

If none of these explain it

Write to us straight away and include:

• the exact amount and the date of the charge;
• the last four digits of the card;
• the store name shown on your bank statement.

We will find the transaction, tell you what it was for, and refund it if the purchase was not authorised. We reply within 2 hours. Never send us your full card number, PIN or passwords — we never need them.

If you believe your card has been used by someone else, contact your bank as well: only they can block the card and protect the rest of your funds.