Check the platform, the region and that you copied the whole key. If the platform still says invalid or already used, send us a screenshot of the error.
A key usually fails because it is being activated on the wrong platform, in the wrong region, or with a character missing. If those are right and the platform says the key is invalid or already used, contact support and we check it.
01Check these first
- 1Platform. Activate the key on the platform listed under Platform on the product page. A key for one platform does not work on another.
- 2Region. Compare Region and the Can be activated in line with the country of your platform account. See How do I check a game platform and region before buying?.
- 3The whole key. Use Copy on the order page instead of typing the key.
- 4The product form. An account or gift product is not a key. See Game keys, accounts, gifts and top-ups: what is the difference?.
- 5Conditions. If the product name or its Activation details tab states a condition, such as new accounts only, the key works only under it.
- 6DLC. Extra content needs the base game on the same platform. See Why does my DLC not work?.
02If the platform says "invalid" or "already used"
Do not keep re-entering the key. It does not help, and some platforms pause activation after repeated failed attempts. Take:
- a screenshot of the platform's error message, as it appears after you enter the key
- a screenshot showing the country or region of your platform account
Do not type the full key into the chat. Send it only if the support agent asks for it inside your ticket.
03What the Refund Policy says
- Refundable (section 3.2): keys or credits confirmed to be invalid, already activated by another party, or non-functional on the specified platform through no fault of the customer. Where appropriate we may offer a replacement instead.
- Not refundable (section 3.2): keys that have been activated, redeemed or revealed by the customer, and purchases of region-locked or platform-incompatible products despite clear warnings on the product page.
- Once we have your request with the details we need, review and refund are usually completed within 0–24 hours. Rare cases can take longer, for example when a supplier has to confirm, or for airline and hotel refunds.
04When to contact support
Contact us when the checks above did not solve it. For digital items, report a problem within 48 hours of delivery. Later requests may still be considered. Use the support widget on the site, or email [email protected], and send:
- your order number (format KM/ORDER-XXXXXXXX)
- the email used for the order
- the product name and the platform you tried it on
- the two screenshots listed above
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.