How do I file a buyer protection claim?
You file a claim on our contact form. Choose **Buyer protection claim**, enter your email and describe the problem. Add your order number and a screenshot of the error, then select **Submit ticket**. It's free. You have 24 hours after delivery to report a key that doesn't work, never arrived or is for the wrong region. Support checks your order and decides the fix.
Before you start
Buyer protection covers a key that doesn't work, a key that never arrived, and a key for the wrong region. It doesn't cover changing your mind: see Does buyer protection cover changing my mind?
Key won't redeem? A typing mistake or the wrong account can cause that too. Check the troubleshooting table in your platform's activation guide first, for example Steam.
Have these ready: your order number, a screenshot of the error or the message you see, and the first and last four characters of your key. Never send the whole key.
Report it within 24 hours after delivery. No account is needed, and there's never a claim fee.
- 1
Select File a claim at the bottom of the buyer protection page, or open the claim form directly. From your order page, Need help with this order? opens the contact form with your order number filled in: choose Buyer protection claim in the next step.
- 2
Check that Support category says Buyer protection claim. If it doesn't, select the box and choose Buyer protection claim from the list.
- 3
Enter your email address in Your email. Our reply goes to this address, so check it for typos.
- 4
Leave Subject as it is, or add the game's name to it.
- 5
In Description, write what happened. The grey example text shows what we need.
Name the product and its platform, or your phone model for an eSIM.
Copy the message you see word for word, including any error code.
Say what you already tried.
Add the first and last four characters of the key, never the whole key.
- 6
Enter your order number in Order number. It looks like #42101, and it's in your order email and at the top of your order page.
Already filled in? You came from a link that knew your order. Check it's the right one.
No order number? A claim needs one: see Where do I find my order number? Still can't find it? Choose My order hasn't arrived as the category instead, leave Order number empty, and add the email you used at checkout, the date you paid and the amount to Description.
- 7
Under Screenshots, select Add a screenshot and choose a screenshot of the error or the message you see. A claim needs at least one.
PNG, JPEG or WebP, up to 5 MB each. You can add up to 3.
Hide your full key in the picture if it shows. The first and last four characters are enough.
Added the wrong one? Select the cross on its picture to remove it.
- 8
Select Submit ticket.
- 9
Write down your ticket reference. It appears in place of the form, straight after the word Ticket.
Confirm it works
The form is replaced by a message that reads Ticket, then your ticket reference, then received, with our reply time under it.
We reply to the email you entered within 48 hours.
Need to add something? Send a new request and put your ticket reference in Description. Don't file the same claim twice.
Troubleshooting
| What you see | What it means | What to do |
|---|---|---|
"Fix 1 field to send this." (or a higher number) | A required box is empty or not valid | Fix each box that has red text under it, then select Submit ticket again. What you typed is kept |
"Choose the category that fits your issue." | No category is chosen | Select Buyer protection claim in Support category |
"Add your email so we can reply." | Your email is empty | Enter the address you want our reply sent to |
"That doesn't look like a valid email address." | A typing mistake in your email | Check for a missing @, a missing dot or a space |
"Add a short subject." | Subject is empty | Type a few words, such as the game's name and "key not working" |
"Tell us what happened." | Description is empty | Write what happened, as in step 5 |
"We couldn't send this right now." | Your claim didn't reach us | Wait a minute, then select Submit ticket again. Still failing? Email the address the message shows, with your screenshot |
"Add a screenshot of the error or the message you see." | A claim needs a screenshot | Select Add a screenshot and choose one, as in step 7 |
"That file isn't a PNG, JPEG or WebP image." | The file isn't a picture we can open | Take a screenshot and add that instead |
"That screenshot is over 5 MB." | The picture is too large | Crop it, or take a new screenshot of just the message |
"We can't take messages here right now." | The form can't send claims at the moment | Email the address it shows, with your screenshot and the details from step 5 |
Description already has text in it | It's an example of what to write, not your claim | Delete it and write your own |
"Add your order number so we can find the order." | A claim needs your order number | Enter it from your order email, for example #42101. Can't find it? Choose My order hasn't arrived instead, leave Order number empty, and give the email you used at checkout, the date you paid and the amount in Description |
"That doesn't look like an order number." | A typing mistake, or a different code was pasted | Copy the number after Order in your order email, for example #42101 |
No reply after 48 hours | Our reply may be in your spam or junk folder | Check those folders, then send a new request with your ticket reference |
Frequently asked questions
Related articles
Still stuck?
Contact us with your order number and a screenshot of the error, and copy the message word for word, including any error code. We reply by email, usually within a day. If the code can't be used, buyer protection covers you for 24 hours after delivery.