All in-game purchases are handled by your devices’ store directly. Animal Jam does not have access to your account billing to assist with purchase issues. This is true for all app purchases for all businesses.
When making a purchase through Apple/iTunes, there are a few reasons your purchase may fail.
Apple subscription plans are linked to your Apple ID. This means that even if you are logged into another account, your purchase is always going to go to the first account that you started a subscription on. To make a purchase on a new username, you will need a new Apple ID.
At times Apple purchases may be in a "pending" state while Apple completes the purchase and notifies us of the purchase. In this case, you can sometimes hit the "restore purchase" button to complete the purchase.
Memberships are always available for purchase directly from Animal Jam at www.animaljam.com/join. Memberships purchased here do not require an Apple ID and even get bonus sapphires each month!
All refund requests must be handled directly by your devices store. Animal Jam HQ is unable to issue refunds for in-app purchases directly. Please contact your device store for further assistance.