Can I get a refund?

Refunds are only possible if a technical issue occurred during your ordering process. Once a code has been delivered to you in a valid state, it cannot be returned or refunded. If you purchased the wrong product, we may be able to exchange it (conditions apply) — contact us via the customer support form.

To learn more about refunds, please read our Refund Policy.

How long does a refund take?

Refunds typically arrive within 1–7 working days, depending on your payment method. In rare cases (e.g. cancelled orders after an email error) it can take up to 30 days. If you experience delays, contact us and we'll assist immediately.

How to request a refund

To request a refund, please contact our support team and please include:

• Your order number
• Date of purchase
• The product purchased
• A description of the issue

Our team will review your request and confirm whether the product qualifies for a refund.

Can I exchange my product?

If you purchased the wrong product and the code is unused, we may be able to exchange it for the one you intended to buy (conditions apply). Contact us via the customer support form and we'll do our best to assist.

Why do I need to verify my identity?

For purchases of €500 or more, we ask you to verify yourself to prevent fraud and theft. This is part of KYC (Know Your Customer) and AML (Anti-Money Laundering) compliance, protecting all customers from scams.

Please note: Only order products for yourself or someone you know personally. Never use a product code as payment to a third party. Always use a traceable payment method.

These security checks help us keep our platform safe, secure, and reliable, ensuring a trusted experience for every customer.

I entered the wrong email address — what now?

Contact us immediately. If the product code is unused, we may be able to cancel the order and refund you. If the code has already been redeemed, we may not be able to help. Double-check your email before ordering — or better, create an account with us so your orders are always recoverable.

My payment failed, what should I do?

If your payment wasn't successful, don't worry. In most cases, the issue can be resolved quickly by following the steps below.

Quick fixes to try first:

• Try a different payment method.
• Use a different browser or device.
• Clear your browser's cache and cookies, then try again.
• Make sure you're using the latest version of our app if you're ordering from a mobile device.

How long does it take to get my code?

Once your payment has been successfully confirmed, your digital code is usually delivered to your email address within 30 seconds.

If you haven't received your code within 2 minutes:

• Check your Spam or Junk folder.
• If you use Gmail, check your Promotions tab.
• Wait a few minutes, as occasional delays can occur.
• If you still haven't received your code, please contact our Customer Service team and we'll be happy to help.

How do I redeem my digital code?

You can redeem your digital code by following the instructions included in your order confirmation email. This email contains both your digital code and the step-by-step redemption instructions.

Can't find the redemption instructions?

You can also find them on the product page:

Visit www.betapinstore.com.

Select the category your product belongs to from the menu.

Open the product page for the digital code you purchased.

Scroll down to the How to redeem or Redemption instructions section.

Follow the steps provided to redeem your code.

I haven't received my digital code

After your payment is confirmed, we'll send your digital code to the email address you entered during checkout. Most orders are delivered within one minute.

Can't find the email?

Before contacting Customer Service, please check:

Your Spam or Junk folder. Your Promotions tab (if you use Gmail). Your inbox by searching for your order number, the email address you used for your order, or Betapin.

Still haven't received your code?

Here are the most common reasons:

Incorrect email address

If you entered the wrong email address during checkout, contact our Customer Service team. We'll help locate your order and update your email address so you can receive your code.

Your order is still being processed

While most orders are delivered within a minute, processing may occasionally take longer due to technical issues or additional verification checks.

If you haven't received your code within 24 hours of placing your order, please contact our Customer Service team. We'll investigate the issue and make sure your order is delivered as soon as possible.

My digital code says it has already been used

If you receive a message stating that your digital code has already been redeemed, please try the following before contacting Customer Service.

Check if the code has already been redeemed

Some digital codes are automatically applied to your account after redemption. Check your account, wallet, or balance to see if the gift card, credit, or product has already been added.

Make sure you're using the correct code

If you've purchased multiple digital codes, verify that you're redeeming the correct one. To avoid typing errors, we recommend copying and pasting the code whenever possible.

Redeem the code on the correct platform

Some digital codes can only be redeemed on specific websites, apps, or regional stores. Follow the redemption instructions included in your order confirmation email or on the product page.

Still need help?

If you've completed the steps above and your code still appears to have already been used, please contact our Customer Service team.

To help us investigate your case as quickly as possible, please include:

• The email address used to place your order.
• The digital code you received.
• The date and approximate time you attempted to redeem the code.
• A screenshot of the error message (if available).

Once we receive this information, we'll investigate the issue and get back to you as soon as possible.

My digital code isn't working

If your digital code isn't working, first make sure you're following the redemption instructions included in your order confirmation email or on the product page.

If the issue persists, try the following:

Make sure you're entering the correct code

• Enter the digital code, not the serial number (if one is provided).
• Check that similar-looking characters haven't been mixed up, such as 0 (zero) and O (the letter O), or 1 (one) and I (the letter I).

Check for typing errors

• Make sure no letters or numbers have been added, omitted, or entered incorrectly.
• We recommend copying and pasting the code whenever possible to avoid typing mistakes.

Refresh the redemption page

Occasionally, refreshing the page or restarting the app or browser can resolve temporary issues.

Mobile top-up codes

If you're redeeming a mobile top-up and the code isn't accepted, please contact your mobile network provider. They can verify the status of the top-up and provide further assistance.

Still need help?

If you've tried the steps above and your digital code still isn't working, please contact our Customer Service team.

To help us investigate your request as quickly as possible, please include:

• Your order number.
• The digital code you're trying to redeem.
• The website or app where you're redeeming the code.
• A screenshot of the error message (if available).

We'll investigate the issue and help you resolve it as quickly as possible.