My Key Doesn't Work / How to Report a Faulty Key
If your activation code does not work, run through the quick checks below first. If the problem remains, report it to our Support Team as described in our Return & Refund Policy.
Quick Checks
Many activation problems can be solved with these checks.
1Use the correct platform
Make sure you are activating the code on the platform shown on the product page, and follow the activation guide for that platform.
2Use the correct account
Make sure you are signed in to the account where you want to activate the product.
3Check the code
Make sure the code was entered exactly as shown. Some characters look alike, for example 0 and O or 1 and I.
4Check your library
Check whether the product has already been added to your library on the platform.
5Check the region
Check the Regions field and Region Restrictions on the product page to confirm the product can be activated in your country.
How to Report a Faulty Key
If you receive a faulty, invalid, or already used Activation Code, contact support as soon as possible.
Contact us1Include these details
Order number; email address used for the order; product name; Activation Code, if requested by support; clear screenshot of the error message; description of the activation steps taken; platform, region, device, and account type used for activation; date and time of the activation attempt.
2Keep the evidence unchanged
Do not delete, hide, modify, crop excessively, or falsify screenshots, error messages, activation windows, or other evidence related to the issue.
3Keep your code private
Do not publish the Activation Code publicly or share it with third parties. If support requests the Activation Code for verification, provide it only through the official support channel.
4Response time
We respond to complaints without undue delay, no later than within 14 calendar days from receiving the complaint. We may ask for additional information reasonably necessary to verify the issue.
Possible Outcomes
What happens next depends on our Return & Refund Policy.
Read the Return Policy1If the code is confirmed faulty
If the Activation Code is confirmed to be faulty, invalid, already used before delivery, or not in conformity with the contract, we may provide a replacement, repair the issue, provide activation assistance, reduce the price, or refund you, according to applicable law and the circumstances of the case.
2When a refund may be granted
A refund may be granted, in particular, if the Activation Code is proven to be invalid or already used before delivery, or if we cannot provide a working replacement within a reasonable time.
3When a refund may be refused
A refund may be refused, in particular, if the Activation Code was successfully activated or redeemed; if the issue is caused by your incompatible device, account, operating system, platform, region, or failure to follow instructions; or if the Activation Code was shared, published, resold, or misused.
4Your statutory rights
Nothing in the Refund Policy limits mandatory consumer rights under applicable law.