My Google Play card isn't working

If you are having trouble using your Google Play gift card, you can contact the Google Play team in multiple ways:

Email

Live Chat

How to email Google Support

1. Firstly, select ‘Send us details’

2. Complete details within form

3. Upload an image of the gift card as instructed

4. Enter the gift card code in the "gift card redemption code section

5. Input N/A in the shop and city purchased fields

Live chat with a Google Support agent

1. Click this link Google Support ensuring you’re using Microsoft Edge as your browser (if you don’t have this you can download for free here - Microsoft Edge)

2. Type ‘redeem’ in the box and select ‘Can’t redeem gift card’

3. Scroll down and click ‘Next step’

4. Select the chat option

5. Input your details, inputting N/A in the Transaction ID field.

6. Under ‘Select your issue’ choose ‘I have entered my gift card code but it doesn’t work’

7. Select No and click 'Submit'

8. This will then take you to the form below

9. Enter ‘Can’t redeem gift card error’ in the description field

10. Enter N/A in the error code field

11. Upload an image of the gift card

12. Enter N/A in the serial number field

13. Upload an image of the gift card again

14. Enter N/A in the city and retailer purchase fields

15. This will then allow you to speak directly to a Google Support agent

If your journey does not bring you to the above chat option we advise downloading the "Microsoft Edge" web browser and retaking the above steps.