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Fix problems when you redeem a gift card

Google Play gift cards can be redeemed for credit in the form of Google Play balance. You can use your balance to buy content on Google Play.

If you have trouble when you attempt to redeem a promotion:

  • Make sure it’s a Google Play gift card. We can’t accept other types of gift cards.
  • Make sure you type the code correctly. Don’t use spaces or dashes.

Common problems with gift cards

Can’t read the code on the gift card

First, try to scan your gift card:

  1. On your Android phone, open the Google Play app Google Play.
  2. At the top right, tap the Profile icon.
  3. Tap Payments & subscriptions and then Redeem gift code.
  4. Tap Scan gift card.

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.
Code invalid or input wrong

First, try to scan your gift card:

  1. On your Android phone, open the Google Play app Google Play.
  2. At the top right, tap the Profile icon.
  3. Tap Payments & subscriptions and then Redeem gift code.
  4. Tap Scan gift card.

If you can't scan your gift card, 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. 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.
Code was already redeemed

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:

  • 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.

For privacy and security reasons, we can't share any information about the Google Account where a gift card is redeemed.

Your Google Play balance reached its limit

There are limits for the total value of your Google Play balance. You can't redeem a promotion if its value puts your balance over the limit for your country.

To redeem the promotion:

  1. Spend some of your balance.
  2. Wait 24 hours.
  3. Try to redeem the code again.
Other gift card errors
Error Message Solution
"Couldn't redeem this code. This code can only be used in [country/region]. See the Gift Card terms of service."

You must be a resident of the country where the promotion is offered. Confirm the payment method matches your home country.

In some cases, you must physically be in the country or region. If you recently moved to another country, you may need to change your Google Play country.

For more information, check the Google Play gift card and prepaid balance Terms of Service.
"We need more info to redeem your gift card. Send us details." To help our team investigate the issue, submit this form.
"There is a problem with that code. Try a different one or learn more." To help our team investigate the issue, submit this form.
"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 tax information.

If your identity cannot be confirmed, you may lose access to your Google Play balance.

Related resources

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