Fix issues with Google Store promotions

Use this article to resolve common issues with Google Store promotions. 

Order management

My order was canceled due to incorrect payment
You can use the same promotion code to try again with a valid payment.
I haven't received my order I was charged the full price incorrectly

To receive the discount, the promotion code must be entered during checkout. This means that you need to return the original order where you were charged full price, and place a new order with the promotion code.

Tip: Learn how to Return a device for a refund.

I want to return my device
You won’t be able to use the promotion code again after you return the device. To return your device, start a buyer’s remorse return.

Promo codes

I canceled my order and need a replacement promo code
If you cancel your order, you can place a new order with the same promo code. If you receive an error, go to “I get an error when I try to use a promo code.” 
I never received a promo code
The promotion partner determines eligibility for the promotion and distributes promotion codes. For more information, contact the promotion partner.
I have a question about a promo code
For questions about the promotion, contact the promotion partner.
I get an error when I try to use a promo code
Check out our Help Center for common error messages, solutions, and trouble redeeming a promo code.

Product questions

I want to exchange for a different color
The Google Store only shows the colors that are available and does not allow exchanges.
I can’t find the color I want
The Google Store only shows the colors that are available. We suggest that you select an available color and place your order to avoid missing out on the promotion.
How to use my device
To find answers to any questions you might have, search for your device on Google Help

Fix error messages

Below are potential error messages you may encounter: "The code you entered has expired." or "Code expired."
You can’t use expired coupons. For more information on the promotion terms, check the email that your code came with.
"Invalid code." or "Code doesn't exist."
Make sure you enter the code correctly and try again.
"Code not valid."
This code may no longer apply. To find out which items are available for promotion, check the promotion terms. You can find the promotion terms in the email that contains your code.
"This code can’t be applied for this item." or "Promotion code not applicable. Check cart and promotion details."

Codes are often limited to specific items and regions. To find out which items are available for promotion, check the promotion terms.

  1. You can find the promotion terms in the email that contains your code.
  2. Add the correct items to the cart and enter the promotion code at checkout.
"Other discounts may apply to this cart. To view them, remove the code."
Codes can’t be used with other discounts. To view the other discounts, remove the code.
"The code you entered has already been redeemed." or "Code already redeemed."

Your promo code was already redeemed. When you check out, all codes on your account are automatically applied to your cart. To determine if your code is already on your account:

  1. Go to the Google Store. Make sure you sign in to the same Google Account you used to make your purchase.
  2. Find the product you want to buy and add it to your cart.
  3. At the bottom of the page, select Check out.
    • To view your cart, select Cart Shopping cart .
  4. At the bottom of the page, find "Discount." If you receive a discount, your promotion code has already been applied to your order.

Tip: If you have more than one Google Account, make sure you follow these steps for each account.

"The code you entered has already been redeemed by someone else."

Check with friends or family who you may have shared your code with to find out if they’ve used it. 

Important: For privacy and security reasons, we can't share any information about the Google Account where a promotion code has been redeemed.

"You have redeemed the maximum number of these codes per Google account."
Use a different Google account to redeem your code.
"This code cannot be redeemed from your country." or "Code not valid in this country."

Items can only ship to the same region you purchased in.
If the promotion code doesn't work in the county associated with the home address in your Google Account, you might need to update your information. To update your home address:

Go to the Google Store. Make sure you sign in to the same Google Account you used to make your purchase.

  1. In the top left, go to your account.
  2. Go to Google payments and then Edit payment methods.
  3. Select Country and choose your region.
  4. Add the item to your cart and enter the promo code at checkout.
"Only one code can be used."
Make sure you only enter one code.
"This code requires a Google Account. Sign in."
To use the promotion code, sign in to your Google Account.
"Code not valid with this address."
The shipping zip code you’ve entered isn’t available for this promotion. 
"An unexpected error occurred. Please try again later." or "Error applying code. Refresh page to try again."
Select your shipping option before you enter the promotion code.

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