Claiming on game keys and new accounts

This guide explains the procedure; it is not the terms themselves. Where anything here differs from the "Game key terms" or "New account terms" box on the product page, that box wins.

⚠️ These two use a different set of terms from pre-owned accounts — do not read across. There is no expiry, no previous-owner risk, and you can choose between a replacement and credit, which pre-owned accounts do not offer.

How it differs from pre-owned accounts

Game keys — what is covered

The warranty covers that the key delivered actually works, for as long as that key has not been redeemed on any account.

You can claim when redeeming shows that the key:

• has already been used
• is invalid
• cannot be used in the region the product page stated

It also covers a key that was never delivered past the expected time.

⚠️ The most common mistake: redeeming successfully and then changing your mind is not covered. Neither is buying the wrong game, platform or region when the product page stated it. Read about key regions in full before you redeem.

New accounts — what is covered

The warranty covers the account as delivered: that it signs in, and that the game you ordered is actually in its library.

You can claim when:

• you cannot sign in from the moment you received it
• the game you ordered is not in the library
• the account is locked by the provider through no action of your own

⚠️ The warranty covers the account as delivered, not what happens after you change the details to your own. Forgetting a password or email you set yourself, or leaking your credentials, falls outside it — the shop can no longer access the account either.

Steps

Step 1 — Screenshot the message the system showed

This is the only evidence that can be verified with the supplier. It must show the message the platform displayed when you redeemed the key or tried to sign in.

⚠️ Capture it immediately. Do not click past that screen and come back for it later.

Step 2 — Keep the key, do not delete it

Even if the system says it is invalid, the key itself is still needed for the investigation.

Step 3 — Gather the order details

From My orders → the CD-KEY or New account tab (see Finding past orders):

• the order id
• the email you sign in with on this site

Step 4 — Message the shop's page

Use the yellow contact button in the bottom-right corner of any page, or the shop's Facebook page.

Step 5 — Get the result and choose

An admin reviews and replies within 24-48 hours.

If it qualifies, you choose between a replacement (a new key or account) and store credit for the full amount you paid — not cash, and the credit cannot be withdrawn.

If you get stuck

You bought a key and it has not arrived at all

No claim needed yet. The system keeps chasing it for you. Wait an hour before filing — see Buying game keys and new accounts.

You redeemed the key on the wrong account

Not covered. The game is permanently tied to whichever account redeemed it and cannot be moved — that is the platform's rule, not shop policy.

You bought it as a gift and your friend hit a problem

You can send the key for a friend to redeem, but claims remain tied to the buyer's order — the buyer files. And once a key is redeemed, it cannot be claimed regardless of whose account redeemed it.

The price dropped after you bought

The difference cannot be refunded. Digital prices move constantly at the source; the agreed price is the one at the moment you ordered.

Related guides

• Claiming warranty on a pre-owned account
• How to activate a game key on Steam
• Buying game keys and new accounts