Check the card and checkout notice
Review the entered card details and the exact decline message. Update a saved method in Profile if its details have changed. Another card or an alternative shown by checkout may be available; we do not currently accept PayPal.
If the transaction is pending or completed, do not treat it as a decline and immediately repeat it. Match the payment to the signed-in account and try subscription sync where appropriate. See missing-access checks.
Redeem the product on a purchased key
Our payment guidance covers G2A keys for Dream Coins or an annual subscription. They are purchased products, not the same as promotional or referral codes.
- Read the product, region and eligibility stated for the key.
- Sign in to the receiving account.
- Open Redeem Code in Profile.
- Enter the key and inspect the result.
- Keep the order reference if access or balance is missing.
A coin key requires an active subscription. Do not post the full key in a public support discussion.
Match a charge with its receipt
Compare the account address, payment time, amount, currency and reference. An annual amount is collected upfront even when a monthly equivalent appears in the plan display.
Use the merchant descriptor shown by your chosen checkout and its matching receipt. Do not assume one bank-statement label applies to every payment method. Ask billing support about an unfamiliar completed charge.
Include the details support can use
Send the notice, purchase time, order or receipt reference and intended account. For a key, say whether redemption was rejected or accepted without the expected product. Omit passwords, login codes and full card numbers.
A payment investigation does not itself stop renewal or approve a refund. Check those processes separately if needed.