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Game key not working: invalid, already used or wrong region

Games6 min readLast checked 11 Oct 2026

Written and reviewed by the . Published 11 Oct 2026.

When a game key is refused, the platform's message tells you which of three things went wrong: the key was entered in the wrong place or with a wrong character, it has already been registered to an account, or it is made for another region. Work out which one before you try again. If the key itself is at fault, the platform sends you to the seller, which for a key bought here is our support.

What to do, in order

  1. Stop re-entering the key. Repeating it does not change the answer.
  2. Check the platform. Compare the Platform line of the product you bought with where you are entering the key. A key for one platform is not recognised on another.
  3. Copy the key again from your order page with Copy and paste it. This rules out a wrong character.
  4. Check which account is signed in, and look in that account's library or purchase history. The key may already be there.
  5. Compare the product's Region line and country list with the country of your platform account. See how to check a game key's region lock.
  6. Check the product's form. A product named "Gift" or "Account" is not a key; see Steam key vs Steam gift vs account.
  7. Take a screenshot of the exact message and contact support with the details listed at the end of this page.

Steam

Steam Support's "Retail CD Keys" page explains two messages.

Invalid Product Code. Steam says the key was not recognised. First make sure the key is intended for Steam: a key not meant for Steam registration gives this error. Then check characters that look alike. Steam lists the number 0 against the letters O, Q or D, the number 1 against I or L, the letter B against the number 8, and the letter G against the number 6. If the error stays, Steam says to contact the retailer.

Duplicate product code. Steam says this means the key has already been tied to a Steam account and cannot be registered again. If you are sure you never registered it, Steam tells you to contact the retailer.

In both cases Steam Support says it cannot provide replacement keys for keys bought outside Steam. Its key pages list no message about regions, so we quote none. Steps: how to activate a Steam key.

Xbox

Xbox Support's page "My digital code or gift card doesn't work" says typos are the most common reason for an invalid or incorrect code. Xbox codes have 25 characters and never contain A, E, I, O, U, L, S, 0, 1 or 5. If the message says the code was already redeemed, Xbox asks you to check whether you redeemed it yourself under a different Microsoft account, in your order history. For a code from a different region, it says to contact the retailer if the code doesn't match your Microsoft account's region. A suspended account may not be able to redeem. Steps: how to redeem an Xbox game code.

PlayStation

PlayStation Support's page on voucher problems says to check that all 12 digits were entered correctly and that the code is still valid, since some codes have an expiry date. A voucher can be used only once: if it was tried several times, your transaction history shows whether it was redeemed, and the content may already be in your Library. Sony also states that the voucher needs to be for the same region as your account, and that content can't be moved if it was redeemed on the wrong account. Steps: how to redeem a PlayStation game code.

Nintendo

Nintendo Support has a page for each message. "This Code Has Already Been Used": check the code and similar-looking characters, then your titles already downloaded, then ask the retailer. Error 2813-0054, "This activation code cannot be used with your country/region setting.": the code is for a different country than your Nintendo Account. Error 2813-0055: the code has expired, or the content is not yet released in your region; Nintendo adds that a code only works on an account set to the same region. A message about content only accessible on Nintendo Switch 2 means a Switch 2 code was entered on a Switch. Steps: how to redeem a Nintendo Switch game code.

What to send our support

Every platform above ends its advice the same way: go back to the seller. For a key bought on KryptoMate, contact support through Help and include:

  • your order number;
  • the exact message, as a screenshot taken after you entered the key;
  • 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.

Our rule

  • Invalid or undelivered code. Report it within 48 hours of delivery. It is reviewed under the Refund Policy. We may offer a replacement where appropriate.
  • Redeemed codes are final. A key that you activated or redeemed can't be refunded or moved.
  • Wrong region by your own selection. A product bought for a region or platform that doesn't fit your account, despite the notice on its page, can't be refunded.

We don't promise an outcome before the review.

Bought the key with crypto?

Paying in crypto has no effect on whether a key activates. Keys are under Games, and How to pay On-Chain covers the payment step.

Frequently asked questions

Steam says an Invalid Product Code means the key was not recognised: it is not meant for Steam, or a character is wrong, such as 0 for O or B for 8. Check the product's Platform line and copy the key again.

Ready? Gather your order number and screenshots, then contact us through Help.

Get started

Last checked: 11 Oct 2026. Prices, products and payment options change; the checkout shows what applies to your order.

Official pages this guide was checked against

Still need help?Answers about orders, payments, delivery and refunds.Help center