- Make sure it’s a Google Play gift card. If you have error messages or issues with specialty gift card purchased on the Google Play app, refer to Buy, send, & receive gifted gift cards on Google Play.
- Some promotional codes may have an expiration date.
- Make sure you type the code correctly. Don’t use spaces or dashes.
- Make sure that the gift card currency matches your Play store currency. Learn how to change your Play store country.
- If you use a Google Account associated with an organization like your workplace or school, some features might not work. Contact your organization's technical staff for more information. Learn how to turn on Google services.
Common problems with gift cards
Can’t read the code on the gift cardFirst, try to scan your gift card:
- On your Android phone, open the Google Play app
.
- At the top right, tap the Profile icon.
- Tap Payments & subscriptions
Redeem gift code.
- Tap Scan gift card.
Redeem gift code.If you can't read your code, contact our support team for help. When you contact us, you need:
- A picture of the back of the card: The card's serial number must be visible.
- Your receipt: We need your proof of purchase.
You may get an error message that says “There is a problem with that code. Try a different one or learn more.”
First, try to scan your gift card:
- On your Android phone, open the Google Play app
- At the top right, tap the Profile icon.
- Tap Payments & subscriptions
- Tap Scan gift card.
If you can't scan your gift card or the gift card is damaged, you can enter the code manually. Make sure you enter the code correctly. Don't use spaces or dashes when you enter the code, and check that you input the correct letters.
If it still doesn't work, your gift card may not be activated. Some gift cards bought at physical stores must be activated by the seller when they’re purchased. Google can't activate gift cards on behalf of the store.
- To check if the gift card was activated, contact the retailer where you purchased the card or the company who issued the code.
- If the store confirms the card is activated and you still get an error message, contact us for help.
If you get an error that says your code was already redeemed, then it can't be redeemed again. The credit should appear in your Google Play balance. Learn how to check your Google Play balance.
If you can't find the credit or if you receive an error message that says “The code you entered has already been redeemed on a different account”:
- Make sure you're signed in to the same account you used when you redeemed the code. Learn how to switch accounts.
- Check that friends and family members who may have had access to the code didn't redeem it.
If you believe this is an error, contact us for help. For privacy and security reasons, we can't share any information about the Google Account where a gift card is redeemed.
You may get an error message that says "You have reached your redemption limit. You can try redeeming your card/code when your limit resets." There are limits for the total or daily value of your Google Play balance. You can't redeem a code or promotion if its value puts your Play balance over the limit for your country.
- Spend some of your balance.
- Wait 24 hours.
- Try to redeem the code again.
You might get the error message "Couldn’t complete your transaction. Your Play balance can only be used in [country/region]."
- To use Play balance, you must be present in the country where the gift card balance or the promotion was redeemed.
- If you're traveling, try to make the purchase again when you return to your home country.
- If you're sure that you're in the country where your Play balance was purchased, please submit this form.
You might get the error message "Couldn't redeem this code. This code can only be used in [country/region]."
- To redeem a gift card, you must be present in the country where the gift card was purchased or the promotion is offered.
- The gift card currency must match your payment profile settings.
- If you’re traveling, try to redeem the card after you return to your home country.
- If you recently moved to another country, you may need to change your Google Play country.
- If you're sure that you're in the country where your gift card was purchased, please submit this form.
You might get the error message "We need more information to redeem your gift card. Provide additional details by submitting this form with the required documents."
To help our team investigate the issue, submit this form.
Specialty gift cards that you received as a gift must be redeemed with the card issuer directly. Google can help with some issues related to redemption. However, in most cases, the user needs to contact the card issuer for assistance with redemption. Learn more about redeeming specialty gift cards.
| Error Message | Solution |
|---|---|
| "Can't redeem your gift card due to an issue with your account." | You may need to verify and update your information. Learn how to fix issues with payments. |
| "We need you to verify your identity before we allow you to add balance to your Google Play account." |
Learn how to update and verify your identity and payment information. If your identity cannot be confirmed, you may lose access to your Google Play balance. |
| “The code you entered has expired.” |
Either the promotion has ended or the promotion code has expired. Google Play promotional balance credits have expiration dates and are not redeemable outside the promotion's designated period. As of February 1, 2025, Play gift cards and gift card-funded Play balance have expired in Singapore. We appreciate you as a valued customer and thank you for your support. If you have any questions, contact us. Google Play accepts credit cards, mobile phone bills, PayPal, and other forms of payment. If you only had Play balance as a form of payment, add a new payment method to your Google account. |
| “Your code could not be redeemed.” or “That code didn't work. Try again. If the code is for a specific app, redeem it in that app. Learn more.” | The code may not be activated. To activate the code, contact the retailer where you purchased the card or the developer who issued the code. |
| "Code is inactive and has been cancelled. Contact the retailer where you purchased the card if needed." | The code was cancelled. To resolve this, contact the retailer where you purchased the gift card. |