Skip to content

Key guarantee

  1. 1.What the guarantee covers
  2. 2.How to make a claim
  3. 3.What to send us
  4. 4.Replacement or refund
  5. 5.What the guarantee does not cover

01What the guarantee covers

If a key does not activate, contact us within 30 days of delivery. We check it and replace the key, or refund the price you paid for it if no replacement is available.

It covers a key that:

  • is reported as invalid by the platform when you enter it;
  • was already redeemed before it was delivered to you;
  • is for a different product, platform, region or edition than the product page stated;
  • is revoked by the publisher for a reason that existed when we delivered it and that you did not cause.

It also covers a key we fail to deliver within 24 hours of payment confirmation, which we refund without you needing to ask.

02How to make a claim

  1. Check that the product's platform, activation region and account requirements match your account.
  2. Contact us within 30 days of delivery with your order number and a screenshot of the activation error.
  3. We check the key with our distribution partner within 3 business days.
  4. If the key is faulty, already used before you received it, or does not match the product page, we send a replacement key or refund the price you paid for it.

03What to send us

  • your order number and the product concerned;
  • a screenshot of the error message the platform shows when you enter the key;
  • the platform and the country your account is set to.

Please do not post the full key anywhere public. Send it to us only if we ask for it, by replying to our email or through the contact form.

04Replacement or refund

If the claim is covered, we send a replacement key for the same product to your order page. If no replacement is available, or you prefer a refund, we refund the price you paid for that key within 14 days to the original payment method.

05What the guarantee does not cover

  • keys you have already activated successfully;
  • keys bought for the wrong platform or region when the product page stated them correctly;
  • accounts that are banned or restricted by the platform for reasons unrelated to the key;
  • keys you shared with someone else, or that were taken from your email or account because its sign-in details were exposed.

Your statutory rights as a consumer in the UK and EU are not affected. Digital content must be as described and fit for purpose, and this guarantee adds to those rights.