When does the window start?

When your order is delivered. So report a problem as soon as you find it, rather than waiting until you plan to play.

What if I'm close to the end of the window?

File now, even without every detail. What matters is that you report the problem within the window, and we can ask for anything else when we reply. [How do I file a buyer protection claim?](/help/buyer-protection/how-do-i-file-a-claim) shows each step.

What if the window has passed?

Contact us anyway with your order number. Support reviews it, but it may no longer be covered by buyer protection.

My key never arrived. Does the window apply?

Contact us as soon as you notice, with your order number. Start with [My order hasn't arrived](/help/buyer-protection/order-hasnt-arrived).

Does the window cover changing my mind?

No. Buyer protection covers a product that doesn't work as sold. See [Does buyer protection cover changing my mind?](/help/buyer-protection/buyer-protection-does-not-cover-remorse)

How long do I have to file a claim?

You have 24 hours after delivery to report a key that doesn't work or is for the wrong region. File as soon as you notice the problem, and don't keep retrying a key that fails. Filing is free, on our [claim form](/contact?category=buyer-protection), and the window is the same for every order.

Frequently asked questions

How long does game key delivery take?
What is Andalu's buyer protection policy?
How do I file a buyer protection claim?

Still stuck?

Contact us with your order number and the exact message you see, 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.

Contact support