What to do if a key does not activate

Most activation problems have a simple cause, and many can be fixed in a minute without contacting anyone. The rest need our support team to look into the order. The important thing either way is to stop and gather some details rather than retry the code repeatedly. Repeated attempts can get you temporarily blocked from activating anything, and they make the history of the code harder to follow.

First, check the basics

• Is it the right platform? A Steam key will not work in the Epic Games Launcher, and an Xbox code will not work on PlayStation. Check the platform shown on your order.
• Is it the whole code? Copy it with the copy button on your order rather than typing it. If you did type it, look for characters that are easy to confuse, such as the letter O and zero, or the letter I and the number one. Check there are no spaces before or after the code.
• Is it the right account? Make sure you are signed in to the platform account you intended. On shared computers and family consoles, this is a common cause.
• Is it DLC? Downloadable content needs the base game on the same account first.

Then, read the error message

The platform's message usually tells you which kind of problem it is.

"Already activated" or "already redeemed"

If you see this the first time you enter the code, stop there and contact us. Do not keep retrying. Include a screenshot of the message.

"Not available in your region" or "invalid for your country"

The key has a region-specific activation requirement that does not match your platform account's country. Check the activation notice on the product page against your account's country. Region-specific activation explained covers how these notices work. Please do not use a VPN to get around it, as platforms treat that as a breach of their terms.

"Requires another product"

This is DLC or an expansion and the base game needs to be on the account first. The code remains valid, so you can try again once you own the base game.

"Too many attempts"

Platforms temporarily block activation after several failed tries. Wait an hour or so, check the code carefully, and try once more.

"Invalid code"

Check the basics above. If the code still fails when pasted exactly from your order, contact us.

Contacting support

Email [email protected], or use the contact form, as soon as possible after the problem happens. Including the following means we can usually resolve it without needing to come back to you with questions:

1. Your order reference, from the confirmation page or email.
2. The email address you used at checkout.
3. The platform you were activating on.
4. A screenshot or photo of the exact error message.
5. Your platform account's country, if the message mentions a region.

Please do not post the code itself anywhere public while you wait, including on forums or social media.

What happens next

Our support team reviews the order and the code's history with our supplier. Where an issue with the code is confirmed, we provide support and reissue keys when eligible. Where a replacement is not possible, a refund may be available in line with our Refund Policy, which sets out the conditions and time limits.

Support is available throughout the week, with extended coverage on weekends.

Platform guides

If you are not sure you followed the right steps, our activation guides walk through each platform:

• How to activate a Steam key
• How to redeem an Xbox or Microsoft Store code
• How to redeem a PlayStation Store code
• How to redeem a Nintendo Switch download code
• How to redeem a code on the Epic Games Store
• Activating keys on other PC launchers