Fix issues with Google Store promotions

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

Order management

My order was cancelled 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 will 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 cancelled 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
Take a look at our Help Centre for common error messages, solutions and trouble redeeming a promo code.

Product questions

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

Fix error messages

Below are potential error messages that you may encounter: 'The code that 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 that 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 basket 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 basket and enter the promotion code at checkout.
'Other discounts may apply to this basket. To see them, remove the code'.
Codes can’t be used with other discounts. To view the other discounts, remove the code.
'The code that 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 basket. To determine if your code is already on your account:

  1. Go to the Google Store. Make sure that you sign in to the same Google Account that you used to make your purchase.
  2. Find the product that you want to buy and add it to your basket.
  3. At the bottom of the page, select Check out.
    • To view your basket, select Basket 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 that you follow these steps for each account.

'The code that 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 be delivered to the same region that you purchased it from.
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 that you sign in to the same Google Account that you used to make your purchase.

  1. At 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 basket and enter the promo code at checkout.
'Only one code can be used'.
Make sure that 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 delivery postcode that 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 delivery option before you enter the promotion code.

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