A product is considered faulty if it does not work as intended at the time of delivery or stops working due to circumstances outside your control. This applies to both keys and accounts.
For Keys
- The key shows as invalid when entered on the correct platform
- The key has already been redeemed by someone else before you received it
- The key was revoked by the platform after activation, meaning the game or content was removed from your account through no fault of your own
- The wrong product was delivered (different game, edition, or platform than what was listed)
For Accounts
- The account credentials do not work at the time of delivery
- The account credentials were changed by the original owner or a third party, locking you out
- The account is banned or suspended through no fault of your own
- The account does not contain the content, subscription, or features described on the product page
What Is Not Considered Faulty
- The product was activated or accessed successfully but you later experienced gameplay issues, bugs, or server problems inside the game. Those are handled by the game publisher or platform.
- You chose the wrong region or platform when purchasing.
- The key was activated and works, but you changed your mind about the game.
- You shared or leaked your account credentials and lost access as a result.
If you believe your product is faulty, report it within the required window (48 hours for keys, 72 hours for accounts) and our team will investigate.