Error trying to redeem code

[vmgm]

Plan

Premium

Country

Mexico

Device

Iphone 7, Lenovo

Operating System

(iOS 12, Windows 10)

My Question or Issue

I want to redeem a giftcard I get and when I enter the code, shows an error.

Can you help me please.

Thanks.

[Billy-J]

Hey @vmgm, I'll be happy to help you!

No worries. Let's check a few things:

• Make sure that the country that's registered on your account, is the same country the gift card was purchased
• Enter the code correctly. For example, if a letter says (L), enter (L), not (l).

Once you've checked that, try redeeming the gift card using a different browser or incognito mode. If you're still having troubles, please send me a screenshot of the error messages being shown (make sure to hide sensitive info when posting to the community).

Let me know how this goes 🙂

[vmgm]

Hi,

I try with cognito but I have the same problem.

I'm already premium user and I pay with paypal, but I want to add a giftcard a friend give me.

Thanks, regards.

[Billy-J]

Hey @vmgm.

Thanks for the reply!

Did your friend purchase the gift card in the same country you're in at the moment? Also, what subscription do you have - is it Premium, or Premium for Students/Family? 

Keep me posted 🙂 

[Tovias150]

The same thing happens to me, I went to the store where I bought it and they told me that if it was active and it happened again, just in case and nothing.

[Billy-J]

Hey @Tovias150, 

Thanks for trying! 

In this case, I'd recommend getting in touch with Customer Support here. They'll take a look and help you further.

Have a great weekend 🙂