If you're having trouble redeeming a code, providing thorough and accurate information is essential for efficiently resolving the problem. Follow the guidelines below to prepare and submit the necessary evidence for troubleshooting.
Full-Screen Context: Display the entire screen in the screenshot or video. Please do not crop the image, as it's crucial for verifying the details and context of the issue.
Error Message: Ensure the exact error message is visible and clearly readable. This will help identify the specific problem.
Problematic Code: Include the code you are trying to redeem in its entirety.
URL: Display the URL of the webpage or application where the issue occurred.
Date and Time: Ensure the current date and time are visible on your device's screen (e.g., the bottom right corner of your PC screen).
Region Setting: Show the region setting of your account. This can often be found in the account settings section.
Your Public IP Address: Provide your public IP address, which can assist in troubleshooting geographic or network-related issues.
One-Shot Approach: All required details must be captured in a single screenshot. This ensures that the support team receives the complete context without confusion.
Use Videos If Necessary: If capturing all the information in one screenshot is not feasible, provide a video that clearly displays the required details.
Avoid Cropped Images or Separate Screenshots: These can hinder troubleshooting by scattering or omitting crucial context.
Please note that resolving issues like this may take some time as we investigate the problem. We appreciate your patience and will do our best to assist you as quickly as possible.
Also, following these guidelines can quickly resolve the resolution process and help the support team assist you more effectively.