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Key not working?

  1. 1.What is covered
  2. 2.How to report a key
  3. 3.What helps us check it
  4. 4.Replacement or refund
  5. 5.What isn’t covered

01What is covered

If a key doesn’t work, report it within 30 days of delivery. We check it and send a replacement key, or refund what you paid for it if no replacement is available.

We treat a key as faulty when:

  • the platform rejects it as invalid when you enter it;
  • it had already been redeemed before it reached your account;
  • it is for another product, platform, region or edition than the one named on the product page;
  • the publisher withdraws it for a reason that already existed when we issued it and that you didn’t cause.

A key we don’t manage to issue within 24 hours of payment confirmation is refunded without you having to ask.

02How to report a key

  1. Make sure the platform, region and account type on the product page match the account you are redeeming on.
  2. Report the key from your account, or email us, within 30 days of delivery. Include the order number and a screenshot of the error.
  3. We check the key with the issuer within 3 business days.
  4. If the key is faulty, was used before it reached you, or isn’t the product described on the page, we send a replacement key or refund what you paid for it.

03What helps us check it

  • the order number and the product concerned;
  • a screenshot of the message the platform shows when you enter the key;
  • the platform, and the country your platform account is set to.

Don’t post the full key anywhere public. Send it only if we ask for it, by replying to our email or through the contact form.

04Replacement or refund

When a key is faulty, we issue a replacement key for the same product to your account. If no replacement is available, or you would rather have your money back, we refund what you paid for that key to the original payment method within 14 days.

05What isn’t covered

  • keys you have already redeemed successfully;
  • keys bought for the wrong platform or region when the product page named them correctly;
  • platform accounts that are banned or restricted for reasons that have nothing to do with the key;
  • keys you passed on to someone else, or that were taken from your email or account after its sign-in details were exposed.

None of this limits your statutory rights as a consumer in the UK or the EU. Digital content must match its description and be fit for purpose; this page adds to those rights.