My gift card code is not working

A code usually fails for one of three reasons: the account with the brand is set to a different country than the card, a character was lost when the code was typed, or the wrong field was used. Work through the checks below. If the code still fails, contact us and we check it.

01Check these first

1. 1Right brand and place. Redeem the code with the brand the card is for, at the place its steps name. Select Show details under the card on your order page, or open the How to redeem tab on the card's product page.
2. 2Country. The card's country must match the country of your account with the brand. See Why can I not use my gift card in my country?.
3. 3Copy, do not type. Use the Copy button next to the code on your order page. Typing by hand can swap look-alike characters such as O and 0, or I and 1, or drop a character.
4. 4Right field. If the order shows a Code together with a PIN or Serial, enter each one where the brand asks for it.
5. 5A link instead of a code. Some cards are delivered as a link. See What is a claim link and how do I use it?.
6. 6The brand asks for more information. Some brands run their own checks before they accept a card. Follow the brand's request, then try again.

Keep the exact error message. A screenshot of it is the first thing we ask for.

02What our Refund Policy says

Refundable

a card confirmed to be non-functional, invalid, already redeemed (not by the purchaser), or incorrectly issued, provided you have not used the card. A replacement may be offered instead of a refund.

Not refundable

a card that has been redeemed or partially used; a card bought for the wrong region or value by your own selection; a card where the issuing brand's terms prevent a refund.

For digital items, report a problem within 48 hours of delivery. Later requests may still be considered. 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. See How do I request a refund?.

03When to contact support

Contact us when the checks above did not help. Use the support widget on the site, or email [email protected]. Include:

• your order number (format KM/ORDER-XXXXXXXX)
• the email used for the order
• the card name, country and value
• a screenshot of the full error message from the brand's site or app
• a screenshot of your account country or region with the brand

Do not type the full code into the chat or post it anywhere. The order number is enough for us to find it.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

04Related articles

• My gift card code says it was already redeemed
• Why can I not use my gift card in my country?
• I bought the wrong product or region. Can I get a refund?
• How do I redeem a gift card?
• How do I request a refund?