Frequently Asked Questions

After payment is confirmed, your product appears in your order details and in the order email sent to the address you used at checkout. If you have an account, go to My Account → Orders. Some orders are held briefly for security checks. If your order is still not delivered after checking your email (including spam), contact support with your order number.

Sign in and open My Account → Orders. If you checked out as a guest, use the order email we sent you, or contact support with your order number and the email address used.

If your order has not been delivered yet, contact us as soon as possible and we will check whether it can still be cancelled. Once a code has been delivered and revealed, or a top-up has been credited, the order normally cannot be cancelled. See the Refund Policy.

“Pending” usually means the payment has not been confirmed yet. “On hold” can mean the order is being verified. You will receive an email if we need anything from you.

Available payment methods are shown at checkout and may depend on your country and order. See Payment Methods.

The currency selector remembers your preferred display currency. The amount and currency you are actually charged are always the ones shown at checkout. Your bank may convert the amount if your card uses another currency.

Banks sometimes reserve an amount for a failed payment and release it automatically. If the amount was actually charged and your order is not completed, contact support with your order number.

Contact us with your order number. Once we confirm a duplicate charge, we refund it to your original payment method.

Open the platform shown on the product page (for example a PC launcher or console store), sign in, find the option to redeem or activate a code, and enter the key exactly as shown. Our Activation Help page has general steps.

Region-locked keys may not work on accounts from other regions. If you have not revealed or redeemed the key yet, contact us quickly and we will check what is possible. If the key was delivered as described and has been revealed, a refund is not normally possible. See the Refund Policy.

They describe where the product can be activated. Always compare the region on the product page with your account region before buying.

Many gift cards only work with accounts from a specific country or currency. Check the region on the product page and the country of your account before buying.

Once the balance has been added to an account, it cannot be refunded by us. If the card was invalid or already used before delivery, contact support and we will investigate.

First, check that the player ID, server and region you entered are correct, and restart the game or app. Some games update balances with a short delay. If it still has not arrived, contact support with your order number and a screenshot of your in-game profile showing the ID.

Contact us immediately. If the top-up has not been processed yet, we may be able to correct it. Top-ups already credited to another account cannot normally be reversed.

Follow the instructions on the product page. Usually you sign in to the service, open the section for redeeming codes or gift cards, and enter the code. Some services require that you have no conflicting active plan.

Prepaid codes sold on KEYPLO cover the period stated on the product page. Renewal settings are managed in your account on the service itself, not by KEYPLO.

An account makes it easier to find your orders later. Whether guest checkout is available is shown at checkout.

Go to My Account and use the “Lost your password?” link to receive a reset email.

Send a request through our Contact page from the email address linked to your account. Some order records must be kept for legal reasons, as explained in the Privacy Policy.

If a product was not delivered, does not work as described, or was delivered incorrectly, we replace it or refund you after verification. Correctly delivered products that have been revealed, redeemed or used are not normally refundable. Approved refunds go back to the original payment method. Full details: Refund Policy.

Use Contact Support, choose “Refund or replacement request” and include your order number and a description of the problem.

Check that you are on the correct platform and region, that the code is typed exactly (watch for similar characters such as 0 and O), and that your account meets any requirement on the product page. If it still fails, take a screenshot of the error and contact support.

Do not try the code repeatedly. Contact support with your order number, a screenshot of the message and the time you tried to redeem it. We investigate with the supplier and, if the code was used before it reached you, provide a replacement or refund.

Check your spam, junk and promotions folders and make sure the email address in your order is correct. Your order details are also available in My Account if you have an account.

Try refreshing the page, clearing your browser cache, or using another browser. If the problem continues, tell us which page, browser and device you use.

Use a strong, unique password, never share it, and keep codes private until you redeem them. KEYPLO support will never ask for your password or full card number.

Change your password right away, contact your bank if a card is involved, and contact us so we can review recent orders.