In short
Act immediately - contact the gift card brand's support team as fast as possible and report the theft. Speed is critical.
Provide your order number, the gift card code, and any details about how the code was stolen.
CoinGate Gift Cards cannot recover or replace a code that has already been used - but the brand issuer may be able to investigate if you report it fast enough.
What to do when your gift card code is stolen
Step 1 - Act immediately
Time is critical. Gift card codes can be used or sold within minutes of being stolen. The faster you report the theft, the better your chances that the code has not been spent yet.
Step 2 - Contact the gift card brand directly
The gift card brand (Steam, Amazon, Google Play, Paysafecard, etc.) is the only party that can investigate whether a code has been used and - in some cases - block it if it has not. Contact their customer support with your order details and explain you believe the code was stolen. CoinGate Gift Cards cannot access or freeze the code on the brand's system.
Step 3 - Contact CoinGate Gift Cards support
Contact our support team at support.coingate.gift with your order number and the details of what happened. We can confirm the code we delivered and provide documentation that may help the brand issuer investigate. While we cannot replace a stolen code, we can support your report.
Step 4 - Report the theft to authorities if relevant
If your code was stolen as part of a scam or fraud, report the incident to your national consumer protection authority or cybercrime unit. A formal report helps authorities track patterns and may strengthen any claim you make with the gift card brand.
How gift card codes typically get stolen
Phishing and fake sites
The most common cause - a fake site or email captures the code at the moment of delivery. If you received a code but it appears already used when you try to redeem it, check whether you clicked any suspicious links before or after purchase.
Email account compromise
If someone has access to your email account, they may have intercepted the delivery email containing the code. Change your email password immediately and enable two-factor authentication.
Code shared with someone untrustworthy
If you shared your code with someone and they used it without permission, the brand issuer is your best route - but recovery is unlikely once the code is spent.
Frequently asked questions
Can CoinGate Gift Cards replace a stolen gift card code?
No. Once a gift card code has been delivered, it is the customer's responsibility. If the code is stolen and used, CoinGate Gift Cards cannot issue a replacement. Contact the brand issuer directly - they have more visibility into the code's usage history.
What if the code was already used when I tried to redeem it?
Contact CoinGate Gift Cards support with your order number. We can verify that the code we delivered was unused at the time of delivery. If it was already redeemed before you accessed it, this may indicate a platform-side issue that we can investigate.
How can I protect my gift card codes in the future?
Redeem your gift card immediately after receiving it. Never share or photograph the code. Make sure your email account is secure with a strong password and two-factor authentication. Only access gift cards through the official delivery email from CoinGate.