How do I avoid buying the wrong thing?

Set your region and platform with **Set region** and **Set platform** at the top of the site. Product pages then tell you whether a key works on your account, for example **Works on your account**. See [What is region lock?](/help/activation/region-lock-explained)

Is a wrong purchase covered by buyer protection?

Only when the key doesn't match what the product page said. A key that works as described but isn't what you wanted is a change of mind. See [Does buyer protection cover changing my mind?](/help/buyer-protection/buyer-protection-does-not-cover-remorse)

For a fault, 24 hours after delivery. For a mistake, send your **Refund request** as soon as you notice, before you redeem anything.

Can I swap it for another game?

There's no swap button. Send a **Refund request** and say what you'd like instead. Support reviews it.

What if I bought the wrong thing?

Contact us before you redeem it. If the key doesn't match what the product page said, that's a fault: file a buyer protection claim within 24 hours of delivery. If it matches the page but isn't what you wanted, it's a mistake rather than a fault: don't redeem it, and send a **Refund request**. Support reviews it, and a refund isn't guaranteed.

Troubleshooting

What you see	What it means	What to do
You bought the game for a different platform than you play on	The key only works on the platform named on the product page	Don't redeem it. Send a Refund request on the contact form with your order number
The key says it's for a different region than your account	The key and your account's region don't match	Don't keep retrying. File a claim with your order number, and support checks it against the product page
You bought DLC but don't own the base game	DLC only works with the base game on the same account	Get the base game for the same platform and region, or send a Refund request before you redeem the DLC. See PlayStation for an example
You wanted a different edition	Editions include different content	Don't redeem it. Send a Refund request. See What's the difference between a game's editions?
You bought the same game twice	Two orders, two keys	Keep one and don't redeem the other. Send a Refund request for the unredeemed one
The key redeemed, but it isn't what the product page described	That's a fault	File a claim with your order number
You bought an eSIM for the wrong country	The plan covers the destination named on its page	Don't install it. Send a Refund request with your order number

Frequently asked questions

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