Help and support
Get help with payments, receiving your code, and signing in.
What do you need help with?
I paid, but my code has not arrived
- Open My orders, select the order, and check its status.
- If the code has been delivered, reveal it in the order. We only email a link to your order.
- If delivery is still in progress, wait for the status to update. It usually takes a few minutes, but some cards take longer.
If the status does not change or you need help, contact support with your order number.
My code is not accepted
Check your account region and the redemption requirements in the card description. Make sure you copied the entire code and are using it in the correct service.
If the error persists or you received the wrong region or amount, contact support. Include your order number and the error message or a screenshot, keeping the code and PIN hidden.
My sign-in code has not arrived
- Check that you entered the correct email address.
- Look in your spam folder.
- Request a new code when the resend countdown ends.
If the email still does not arrive, contact support and include the email you are trying to sign in with. You do not need to sign in to contact us.
I cannot find my order
Open My orders and check that you are signed in to the correct account. You can also follow the order link in your email.
If you still cannot find it, contact support. Include the email you used for the purchase and the order number, if you have it.
How do I request a refund?
Contact support with your order number and the reason for your request. We will review the order and explain the available options.
If a refund is approved, the time it takes to reach you depends on the payment method and provider.
Buying and paying
How do I choose the card region?
Check your account region in the service where you will redeem the code, along with the requirements in the card description. Paying in rubles does not change the card region or value.
See How it works for a guide to choosing a card, paying, and receiving your code.
Why do I pay in rubles for a card in another currency?
Rubles are the currency used to pay for your order. The card keeps its original value: a $50 card is still a $50 card.
You can see the card price, service fee including conversion, and total before paying. The provider for your chosen payment method processes the payment.
The exchange rate has expired. What should I do?
Use the link next to the countdown to refresh the rate, then review the total. The email you entered is kept. Refreshing the rate does not start a payment — choose a payment method when you are ready.
My payment did not complete
Open the order to check the payment status and available actions. If you were charged but the status has not updated, contact support with your order number.
Can I use the Telegram bot?
You can buy cards, check order status, and reveal delivered codes in the Telegram bot. When linked to your account, the bot can also send order updates.
The bot does not forward messages to a support agent. Send support requests by email to support@a1.codes.
Contact support
Email support@a1.codes with your order number and a description of the issue. If there is an error, include the message or a screenshot with the code and PIN hidden. For sign-in issues, include your account email.
The "Email support" button in your order prepares a draft with the order number and product details. We will reply to the address you send the email from.
I cannot send an email
If your email app does not open, copy support@a1.codes, open your email service, and compose a message manually. You do not need to sign in to contact support.