What to do if the code I purchased is invalid or doesn't work?

If a digital code or gift card purchased on Gameflip is invalid, already redeemed, or defective, do not rate the seller or complete the transaction. Follow Gameflip's dispute process immediately to hold your funds and request a replacement code or full refund under the Gameflip Guarantee. 

Key Dispute Rules & Timelines

• Auto-Completion Timer: You must open a dispute within 3 days of purchase before the order automatically completes.
• Dispute Pause: Opening a dispute pauses the 3-day countdown and gives you and the seller a 5-day window to resolve the issue.
• Refund Protection: If verified as non-working, Gameflip will issue a 100% refund to your original payment method.

Step-by-Step Troubleshooting Process

Step 1: Gather Proof of the Issue

Before contacting anyone, make sure you have clear evidence of the problem. This helps both the seller and Gameflip’s support team understand what went wrong.

• Take uncropped screenshots or a short video showing the exact error message or issue when you try to redeem the code.
• Make sure the screenshot or video clearly displays the code and the platform or service where you attempted to redeem it (for example, Steam, PlayStation, Xbox, etc.).

Step 2: Contact the Seller First

• Use the Purchase Page Chat Box to message the Seller directly to explain the issue.
• Be polite but clear in your message. Describe exactly what happens when you try to redeem the code.
• Attach your screenshots or video evidence so the seller can verify the problem.

In many cases, the seller can quickly resolve the issue by replacing the code or explaining how to redeem it properly.

Step 3: Open a Dispute if the Seller Doesn’t Respond (Hold Transaction)

If the seller does not respond or the issue remains unresolved as the order completion deadline approaches, you should open a dispute to stop the automatic transaction completion.

• Go to the Purchase Page and under “Hold Transaction and Open Issue”, click “I have not received the item, or the item I received does not work or not as advertised”.
• Select the option that best describes your issue (for example, “Invalid or already used code”).
• Provide a short explanation along with your evidence (screenshots or video recording).

Opening a dispute pauses the auto-completion timer, giving Gameflip support time to investigate.

Step 4: Escalate to Gameflip Support

Once a dispute is open, the seller will have 5 days to assist you. If you and the seller cannot agree on a resolution, select the option to escalate the dispute to Gameflip Support. The Gameflip team will review the case details and your submitted evidence. If they need more information to confirm your claim, they’ll contact you via email or through the dispute chat.

If your claim is valid, Gameflip will refund your purchase under the Gameflip Guarantee policy.

Important Tips

• Always communicate with the seller through Gameflip. Use our messaging feature or contact them through the purchase page chat box. Never share your code or personal information elsewhere.
• Do not complete or finalize the transaction if the code is not working. Completing it confirms you’ve accepted the item and forfeits your right to a refund.
• You can check more details about the dispute process in our Step-by-Step Guide to Open a Dispute guide.

By following these steps, you’ll make sure your case is handled efficiently, and your purchase is protected under Gameflip’s policies.