Problems with shops

• Check your spam folder and the orders section of your account on the shop: many keys are shown there, not in the email.
• If it was a pre-order, the key arrives around the release date.
• Some payments go through a fraud check, which can take a few hours or require a document.

If nothing has arrived after a few hours, open a request with the shop's customer service, quoting the order number.

First check three things: that you are activating it on the right platform (a Steam key won't activate on Epic), that the region matches your account, and that you copied it without spaces or mixed-up characters (0 and O, 1 and I).

If the error persists, take a screenshot of the message with the code visible and contact the shop: it is the proof almost all of them ask for. Don't try many times in a row — some platforms temporarily block activation after too many failed attempts. On marketplaces the complaint is usually opened from the order page, with the seller who supplied the key.

Use the shop's help centre — usually a form or a ticket system from the order page — rather than social media: requests with an order number are dealt with first.

If the shop doesn't reply after several days, you can open a dispute with whoever handled the payment (PayPal, the bank that issued your card). Conditions and time limits vary: it is best to do it with all the correspondence to hand.

For digital content, the 14-day cancellation right under the Consumer Contracts Regulations is lost once supply has begun with your consent — in practice, when the key is shown or delivered to you. That is why, once revealed, a key usually isn't refunded.

For a key not yet revealed, or an order never delivered, it depends on the shop's policy: read it before buying and, if something goes wrong, ask its customer service.

Don't activate it: an activated key can no longer be exchanged. Contact the shop straight away with the order number and a screenshot of what you received.

It happens, because the two offers can be a few pence apart. Write to the shop before logging into the account: once you have logged in, the chances of cancelling the order drop. For next time, the delivery type is shown on every row of our offers, and you can filter to see keys only.

No: we don't sell anything and we can't see orders, which stay between you and the shop. We can, however, correct what we show. If an offer has a wrong price, region or delivery type, or if a shop has caused you serious problems, write to us at info@keyradar.it.