Fix problems with gift cards & codes

First, try to scan your gift card:

1. On your Android phone, open the Google Play app .
2. At the top right, tap the Profile icon.
3. Tap Payments & subscriptions 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.

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:

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