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Problems With Codes and PlayStation Network Cards

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[PlayStation®Network] Updated 03/13/2014

Problems with Redeeming Codes and PlayStation Network Cards

If you are experiencing issues redeeming any voucher codes, including Downloadable Content (DLC) codes, please start by clicking on the "First Steps" link below.

Top First Steps
  • Ensure that you are entering the code correctly, exactly as it is printed on the card, booklet, or screen.
  • Ensure that the code is still valid. Some codes have an expiration date and cannot be redeemed after that date has passed.
  • Try again later. Sometimes network issues may prevent the code from being redeemed for a brief period of time.
Top PlayStation Network Cards Purchased at a Retailer

Here are considerations that should be made if you purchased a PlayStation Network card at an authorized retailer.

The card must be activated at the retailer.

Before a PSN Card can be used, it must be activated by the retailer where it was purchased. You may want to check with the retailer to make sure the card has been activated. Only a retailer can activate a PSN Card.

Cards must be redeemed by Sony Entertainment Newtork master accounts from the same region as the card.

PSN Cards are only redeemable by Sony Entertainment Network Master accounts (i.e. not Sub Accounts) with an address that matches the region of the PSN Card. PSN Cards cannot be used by accounts from other regions.

PSN Codes purchased BestBuy.com or GameStop.com and delivered via email.

If you purchased a PSN Card online from BestBuy.com or GameStop.com, and the code was delivered via email you must contact the retailer for assistance.

Top Damaged PSN Cards

If your card has been damaged and you can no longer read the PIN, you need to send us a message for assistance.

Enter the following information in the form:

  • Your First and Last Name
  • Your Email Address
  • Choose "PlayStation®Network" for Product
  • Choose "Voucher / Promo Codes" for Sub Product
  • Choose "Voucher / Promo Codes" for Topic
  • Next, be sure you include all of the information requested below in the "Question" field, as missing anything will increase the amount of time needed to service this request.

    • What was the code for?
    • What was the name of the retailer where PSN Card was purchased? (if applicable)
    • What product was the code or card included with?(if applicable)
    • What is the expiration date of the code or card?
    • What is your Sign-in ID (email address) and Online ID?

    Lastly, scan or take a digital picture of the receipt and both sides of the PSN card. If taking a digital picture, please follow these guidelines:

    • Place the card and/or receipt on a dark surface in a well lit area.
    • Make sure that all four corners of the card or receipt are displayed in the image.
    • Make sure the image is in focus. If the numbers on the card can't be read (the serial number on the bottom right of the back of the card in particular), the process could be significantly delayed.
    • Include all images in a single email.
    Good Picture

    (dark background, in-focus, and all four corners showing)

    Bad Picture

    (image out-of-focus and all four corners are not showing)

    Bad Picture

    (all four corners are not showing and serial number not displayed)

Top Common Error Messages

"You must enter a PlayStation®Network Card number"

Try re-entering the Personal Identification Number (PIN). This error occurs when the PIN is not entered or if only a partial PIN is entered. Note, you must enter the full 12-digit alphanumeric PIN from the back of the PlayStation Network Card. Make sure you enter it exactly as it appears.

"The PlayStation®Network Card number is not valid. Please check the number and try again."

Try re-entering the PIN as this means it was incorrectly entered. Check to make sure the PIN was entered exactly as displayed.

"The credit card transactions could not be completed. Your wallet has not been funded."

The PSN Card you are trying to redeem is currently inactive (not activated by the retailer where it was purchased). If you purchased this PSN Card and have a receipt, please return it to the retailer and have them activate the card. Only the retailer can activate the PSN Card.

"You cannot add the funds from this PlayStation Network Card without exceeding the maximum wallet funding limit"

Your wallet is at the limit of $150. If the face value of the PSN Card puts your wallet balance above this amount, you will not be able to redeem the PSN Card until the full face value can be put into the Wallet (partial redemptions are not possible).


Still Need Help...

If you have tried the above steps and are still having problems redeeming a code, please contact us.

  • In order for your request to be handled as quickly and efficiently as possible, be sure you have access to the following information:

    • What was the voucher for?
    • What was the name of the retailer where PSN Card was purchased? (if applicable)
    • What product was the code or card included with?(if applicable)
    • What is the expiration date of the code or card?
    • What is your Sign-in ID (email address) and Online ID?