It is not possible to cancel your order after it is processed. Thus, a refund is not a possibility. The reason for this is that digital codes are generated one time and are exclusive to every user. Therefore, it is not possible to cancel. For the same reason, it is not possible to resell and exchange. Such digital products are not eligible for withdrawal.

The chances of the code being wrong are rare or minimal. This is because the codes are unique and generated only when the payment is received. Therefore, when you are buying the codes, make sure that you cross-check the details, especially terms related to redemption. Also, be cautious while entering the code because erroneous codes can create trouble. Ensure that there is no problem with the specific platform you are utilising, like Xbox or Spotify.

If the code remains non-functional, we require a notification from the service provider confirming that the code is invalid. Upon receiving such notification, we will resolve the issue, and if applicable under the terms and conditions, a replacement code will be issued to you.

The code is generated digitally and sent to your inbox immediately after your order is complete.

If you cannot locate it, we recommend that you check your Spam or Promotions Folder. If you are still unable to locate the code, your email ID with us may be incorrect. If this is the case, you need to let us know, and we will track it for you. The other possibility is that due to a technical error, the code might have been delayed.

However, if the delay is more than 24 hours, and the code still has not reached you, you’ll need to let us know, and we will help resolve the problem for you.

Our infrastructure and payment systems are integrated with the most advanced features to facilitate secure payments. There can be certain instances when the payment is not up to the mark and does not meet our standards. In such cases, the payment is declined automatically. However, your personal data remains safe, and your account will not be charged.

What should you do next?

You will need to wait. Try a different payment method after 24 hours. Continuous payment attempts in a shorter span of time can trigger the system to keep declining the payment.

Will Prepayster customer service help in such cases?

In this case, our customer service will not be able to help because it is not possible to bypass the built-in security measures manually. You should wait for 24 hours and then try another payment method.

Occasionally, even if a transaction fails, your bank or payment provider may temporarily hold the funds. There's no need to worry in such cases. Since we have not received the payment, the code has not been issued. The held funds will be released by your bank or payment provider within a few days and returned to your account. For further clarification, you can always contact your bank or payment provider directly.

Unfortunately, once the code is generated, it cannot be canceled, refunded, or exchanged. That’s the general rule. However, some service providers might allow exchange. It is best to speak with our customer service representatives, and we will try to assist you as best we can.

A refund is not a possibility after code generation. Please remember that when you checkout, we take your consent for waiving off the right to cancel.

We generally do not send invoices. The confirmation email that you receive has all the details of the order. This can serve the purpose of an invoice. If you want us to resend the confirmation, you can write to us.

No. These transactions are usually exempt from VAT or any other tax. Commercial entities can use the Prepayster cards and vouchers hassle-free and stress-free.

The common reason is that your credit limit is over, which means that the available balance in your credit card account is insufficient. The other reasons are that:

• The transaction was flagged as suspicious by the bank.
• You might have given the wrong credit card details. It could be a typo error related to your credit card number, expiry date, code, or address.
• Your payments with the credit card company can be longstanding, which is why the transaction has been paused for security reasons.

What to do in such cases?

You must speak with your credit card company to trace what could have gone wrong.

What does ‘Funds Reserved 'mean?

If the transaction shows ‘Funds Reserved,’ it means that the bank has not yet processed the cancellation and that the money has not left your account and, therefore, has not been transferred to Prepayster yet. It takes about five business days to clear the reserved amount. If this has still not happened after five days, you will need to speak with your bank or credit card company.