Support workflow / 72-hour window
Get help with a failed code
Report the issue within the 72-hour operational claim window. Include the order reference, affected line, error message and safe evidence. Never send the complete code, access link or wallet secrets.
Safe checks first
Check these details first
Check the receiving account and the exact card details before reporting the error.
Check the receiving account
Check that the account or channel matches the market and currency of the card in your order.
Keep the exact card details
Record the market, currency, denomination and product family. Do not replace them with a broad regional label.
Use the error shown
Report the exact message from the redemption flow rather than a conclusion about why the code failed.
Evidence
Prepare your support message
- 01
Order reference
Use the reference from the private order flow.
- 02
Affected line
Name the market, currency, denomination and product family for the affected row.
- 03
Exact error
Copy the message shown by the redemption flow and add the approximate time.
- 04
Redacted evidence
Attach a screenshot only after removing codes, tokens, passwords and unrelated personal data.
Keep access private
Do not share codes or access links
Do not send full codes, protected access links or wallet secrets.
Use the order reference and a redacted error screenshot. Remove credentials, balances and unrelated personal information before attaching evidence.
Review and remedy
How the claim is reviewed
Investigation
The operator checks the order, row, fulfilment record and evidence.
Replacement first
If the issue is confirmed and a replacement is available, replacement is considered first.
Refund boundary
If replacement is unavailable, a refund is considered under the approved policy. Neither outcome is automatic or guaranteed by this page.
Support request
Ready to report the problem?
Include the order reference, affected line, error message and safe evidence. Do not attach full codes or protected links.