Where do the keys come from?

Every key is the platform's own product key, sold by Andalu and issued for your order. We don't name our suppliers. See [Where do Andalu's game keys and eSIM plans come from?](/help/trust-security/how-does-andalu-source-products)

Is Andalu a marketplace for other sellers?

No. Andalu sells every key on the site itself. See [Who sells the products on Andalu?](/help/trust-security/who-sells-on-andalu)

Why are the keys cheaper than the platform's own store?

Andalu shows one all-in item price, with payment processing included. See [Why are Andalu's prices lower?](/help/trust-security/why-are-andalu-prices-lower)

What does buyer protection cover?

A key that doesn't arrive, doesn't work, or doesn't match its listing: we replace it or refund you, with no claim fee. A key that matches its listing but not your account's region is reviewed, never promised, and a change of mind about a key that works isn't covered. See [How does Andalu protect me?](/help/trust-security/how-does-andalu-protect-me)

Are the game keys on Andalu genuine?

Yes. Every key is the platform's own product key for the platform and region named on its listing, sold by Andalu and issued for your order. The platform itself checks the key when you redeem it, so you know straight away. If it doesn't work, buyer protection gets you a replacement or a refund.

Before you buy

1
Open the game's page.
2
Read the version under the price. It names the platform, the region and the edition, for example NINTENDO, EU and Standard.
3
Check that the line below it says Activates on your account. No region set yet? Set your region first.

After you buy

1
Open the email for your order. Your key arrives by email, never on the order page.
2
Select Get your order, and copy your key from the page it opens. If the email shows the key itself, under Your key, copy it from there.
Illustration of your Andalu order page
3
Redeem it on its platform. Your platform's guide has every step: see Activate a game key. The platform confirms the key as soon as it accepts it.
- Redeem it soon. Buyer protection covers you for 24 hours after delivery.

Troubleshooting

What you see	What it means	What to do
The platform says the key isn't valid	A typing mistake, or the key is being redeemed on the wrong platform	Copy the key from your order and paste it, on the platform named on your order. Your platform guide lists the exact messages, for example Steam or PlayStation
The platform says the key was already used	It may already be on another account of yours	Check any other accounts you use on that platform. If it isn't there, contact us with your order number
The platform says the key is for another region than your order and the product page stated	The key doesn't match its listing, which is covered	Don't retry. Contact us with your order number
The key is for the region its listing stated, but your account is in another one	The key works as sold, but not on your account	Contact us with your order number. We review it, though we can't promise a refund
DLC or an upgrade won't redeem	The base game isn't on the same account	Add the base game to the same account first. See DLC and season passes
The platform says you've tried too many times	Several failed tries in a row	Stop, and wait before one more try. Your platform guide says what to do next

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 key can't be used, buyer protection covers you for 24 hours after delivery.

Contact support