When a card is declined
Check the card details and the error shown by checkout. Update a previously saved payment method in Profile if it has changed. Another card or an alternative offered by the current checkout may be available. We do not currently accept PayPal.
Distinguish an explicit decline from a pending transaction. If a payment completed or is still processing, check the account and receipt before making a second purchase. The paid-access checks include subscription sync.
Redeem a purchased key
Our payment support guide describes G2A keys for Dream Coins or an annual subscription. A purchased key is different from a promotional discount or customer referral.
- Check the key's product, region and account requirements.
- Sign in to the intended account.
- Open Redeem Code in Profile.
- Enter the purchased key and review the result.
- Keep the purchase reference if the entitlement does not appear.
A coin key requires an active subscription. Use promo and referral checks for a reward offer, rather than treating it as a purchased key.
Check a charge or missing entitlement
Compare the account address, amount, currency, date and receipt reference. An annual plan is billed upfront; its displayed monthly equivalent is not the amount charged each month.
For the name on a bank statement, use the descriptor presented by your selected checkout and the matching receipt. Ask purchase support about an unfamiliar charge rather than assuming one merchant label applies to every payment method.
Send support the useful details
Include the error wording, payment time, receipt or order reference and the account receiving the purchase. For a redeemed key, say whether the code was rejected or accepted without the expected access. Do not post the full key publicly or send full card details.
A payment investigation is separate from stopping renewal or requesting a refund review.