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Order code first
Eight characters, on your order page and in every email about the order. With it we can see the card, the payment and the code issued in seconds.
Check the region before writing to us
A code that will not redeem is a region mismatch about nine times in ten. Open the brand's site, look at what country or store region the account is set to, and compare it to the region on your order. The region page covers the brands that catch people most.
If the region matches and it still fails, that is a real problem and we want to hear about it.
Common situations
The code has not appeared. Check the order page — it updates automatically. If the payment is still confirming, it will appear when it lands. If the payment confirmed more than ten minutes ago and there is still no code, write to us: we have already been alerted and are probably on it.
The code is rejected as invalid. Send the order code and the exact wording from the issuer's site. "Already redeemed" and "not valid in this region" are different problems with different answers.
I lost the code. It is still on your order page, which never expires. The link is in your email. If you have lost both, send us the email address you used and the approximate date.
I bought the wrong region. Tell us immediately and do not attempt to redeem it. If it is unredeemed we can sometimes exchange it, depending on the brand. If it has been redeemed, it is spent and we cannot recover it — we will tell you that straight away rather than go quiet.
A brand says "back soon". It is out of stock, and we do not sell what we cannot deliver. Ask and we will tell you when the restock is due.
Payment problems
Underpaid: send the order code and the transaction hash. Sent to an expired address: the same — the funds need moving by hand, they are not lost. Let the window lapse: nothing is owed, nothing happened, start again.
A coin was greyed out and you want to use it anyway: the swap provider's minimum for that pair is above your order value. Tell us which coin and what you want to buy, and we will see whether it can be arranged manually.
What we cannot do
We cannot refund a delivered code you simply changed your mind about — a code is a bearer instrument and there is no way to establish it has not been used. We cannot make an issuer accept a code for a region it was not issued for. We cannot recover a redeemed code.