A negative emerald balance is caused by refunds made through the payment system: Google Pay, Apple Pay, or AppGallery. If you have made a refund, the emerald equivalent of this purchase will be withdrawn from your game account. Furthermore, you lose access to competitive game modes if your emerald balance is negative.
There are two ways to restore a negative balance to zero:
- Purchase emeralds in the Emerald Shop.
- Contact our Support team. Our specialists will review your ticket and provide you with further instructions.