Google Play Gift Card Not Working? Try These Fixes

Common causes

• A code typed with spaces, dashes or wrong letters
• A gift card the store didn’t activate
• A card or code from another country or currency
• A code that was already redeemed
• A Play balance that has reached its limit
• A promotion or promo code that has expired
• A code that was cancelled

Step-by-Step Solutions

Start with the first step and work down the list, trying to redeem your code again after each one.

1. 1

   Step 1: Scan the card or re-type the code

   Try scanning the card first, and if you type the code, enter it exactly.

   First, try to scan your gift card. On your Android phone, open the Google Play app and tap the Profile icon at the top right. Tap Payments & subscriptions, then Redeem gift code, then Scan gift card.

   If you can’t scan the card or it’s damaged, enter the code manually. Don’t use spaces or dashes, and check that you entered the correct letters.

   Google Play gift card codes are typically a 16-digit combination of numbers and letters. Some digital codes sent by email, SMS or other methods have a different number of digits, but they’re still a mix of numbers and letters.

   Good to know

   Only Google Play gift cards can be redeemed. Google Play can’t accept other types of gift cards.

2. 2

   Step 2: Check whether the credit is already there

   A code that was already redeemed can’t be used again, but its credit should be in your Google Play balance.

   If you get an error that says your code was already redeemed, it can’t be redeemed again. The credit should appear in your Google Play balance, because the gift card amount gets added to your balance when you redeem it.

   To check your balance on the Google Play website, select your profile icon at the top right, then select Payment & Subscriptions, and check for your Play Balance.

3. 3

   Step 3: Make sure you’re on the right Google Account

   An already-redeemed code may be on a different account than the one you’re using now.

   If you can’t find the credit, or you see “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.

   Also check that friends and family members who may have had access to the code didn’t redeem it. For privacy and security reasons, Google can’t share any information about the Google Account where a gift card is redeemed.

   Good to know

   If you use a Google Account from your workplace or school, some features might not work. Contact your organization’s technical staff for more information.

4. 4

   Step 4: Ask the store to confirm the card is activated

   Some gift cards must be activated by the seller, and Google can’t do that for the store.

   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.

   If you see “Your code could not be redeemed.” or a message that the code didn’t work, the code may not be activated. Contact the retailer where you bought the card, or the company or developer who issued the code.

   If you see “Code is inactive and has been cancelled,” the code was cancelled. Contact the retailer where you bought the gift card.

5. 5

   Step 5: Redeem the card in the country where you bought it

   Google Play gift cards are geo-restricted, so where you are matters.

   Google Play gift cards can only be redeemed in the country of purchase. If you see “Couldn’t redeem this code. This code can only be used in [country/region],” you must be in the country where the gift card was bought or the promotion is offered.

   The gift card currency must also match your payment profile settings. If you’re traveling, try to redeem the card after you return to your home country.

   If you see “Couldn’t complete your transaction. Your Play balance can only be used in [country/region],” you must be in the country where the gift card balance or the promotion was redeemed.

6. 6

   Step 6: Change your Google Play country after a move

   If you recently moved to another country, you may need to change your Google Play country.

   To set up a new country or region, you must be in that location and have a payment method from the new country or region.

   On your computer or a non-Android device, go to the Google Play website. At the top right, tap the profile icon, tap Settings, then scroll down to “Country and profiles.” Tap the country where you want to add an account, then follow the on-screen instructions to add a payment method for that country.

   Your profile can take up to 48 hours to update.

   Good to know

   Your Google Play balance is linked to your Google Play country, so you can’t use your old country’s balance in your new country. After you set your Google Play country, you must wait at least 90 days before you can change it, and members of a Google Family group can’t change it.

7. 7

   Step 7: Wait out the redemption limit

   Google Play limits the total or daily value of your Play balance.

   You may see “You have reached your redemption limit. You can try redeeming your card/code when your limit resets.” You can’t redeem a code or promotion if its value puts your Play balance over the limit for your country.

   • Spend some of your balance.
   • Wait 24 hours.
   • Try to redeem the code again.
8. 8

   Step 8: Verify and update your account information

   Some redemption errors mean Google needs to check your account first.

   If you see “Can’t redeem your gift card due to an issue with your account,” you may need to verify and update your information.

   Google Play Help gives these steps for account issues on payments. On a computer, sign in to the Google payments center with your Google Account and take action on any errors or requests there. Make sure your name, address and payment information are up to date. You might need to verify your identity.

   If you see “We need you to verify your identity before we allow you to add balance to your Google Play account,” update and verify your identity and payment information. If your identity can’t be confirmed, you may lose access to your Google Play balance.

9. 9

   Step 9: Send Google the information it asks for

   Some errors ask you to submit Google’s form so its team can look into the problem.

   If you see “We need more information to redeem your gift card,” submit the form that the message mentions, with the required documents.

   If a code can only be used in another country but you’re sure you’re in the country where you bought the gift card, submit Google’s form too.

Frequently Asked Questions