In short
CoinGate Gift Cards cannot recover a stolen gift card code or issue a replacement once the code has been delivered and used.
Gift card codes are the customer's responsibility after delivery - this is standard policy across all gift card platforms.
Your best chance of recovery is contacting the gift card brand's fraud team immediately - they control the code's status on their system.
What CoinGate Gift Cards can and cannot do
We cannot replace or refund a used stolen code
Once a gift card code is delivered and used, the transaction is complete and irreversible from our side. CoinGate Gift Cards does not have access to the redemption systems of individual gift card brands. We cannot check who used the code, freeze the balance, or issue a new code in place of a stolen one.
This policy is not unique to CoinGate Gift Cards - it is standard across all gift card distributors. Once a code is redeemed on the brand's platform, it is gone.
We can confirm the code we delivered
CoinGate Gift Cards can verify and document the exact code that was delivered to you, and confirm that it was valid and unused at the time of delivery. This documentation can be shared with the gift card brand's fraud team to support your report.
We can support your fraud report
If your code was stolen through a scam or phishing attack, we can help document the case and refer it to the appropriate channels. Contact our support team with your order number and a description of what happened.
Where your best chance of recovery lies
Contact the gift card brand directly
The gift card brand has access to their redemption database and can see whether your code was used, when, and in some cases, where. Some brands have dedicated fraud teams who may be able to restore value or investigate if you contact them quickly enough. Always have your order details and proof of purchase ready.
File a fraud report
If the theft was part of a scam, filing a report with your local consumer protection or cybercrime authority creates a documented record. This may be required by the gift card brand as part of their investigation process.
Frequently asked questions
Why can't CoinGate Gift Cards just send me a new code?
CoinGate Gift Cards purchases codes from official distributors and delivers them once per order. We have no mechanism to retrieve the value of a code that has been redeemed externally, and issuing a replacement would mean absorbing a loss for a theft that happened after delivery. This is why all gift card platforms have the same policy.
What if the code was already used before I received it?
This is a different situation and we take it seriously. If you received a code that was already redeemed before you ever accessed it, contact our support team immediately with your order number. We will investigate whether this was a platform-side issue and can escalate to the brand distributor.
Is there any circumstance where CoinGate Gift Cards would replace a code?
If our investigation confirms that the code was compromised or invalid before delivery - meaning it was a platform issue rather than post-delivery theft - we will work to resolve this. Cases involving theft after delivery are outside our control and we are unable to issue replacements for those.