Frequently Asked Questions

Where do K2KEY's codes come from?

K2KEY sources digital products — including game keys, gift cards, and top-up credits — through established commercial supply chains including authorised distributors and licensed resellers worldwide. All suppliers undergo a verification process before onboarding. We do not accept products of unknown or unverifiable origin.

Are K2KEY's codes genuine and unused?

Yes. We only sell codes that are genuine and have not been previously redeemed. Every product passes through our automated validation systems before and after delivery. In the rare event that a code you received was already used prior to your purchase, please contact us immediately and we will resolve it.

Is K2KEY an authorised reseller?

K2KEY is a commercial reseller of digital products. We are not an official partner, sponsor, or authorised agent of the game publishers or platform holders (such as Steam, PlayStation, Xbox, Nintendo, or others) unless explicitly stated on the product page. All trademarks and brand names belong to their respective owners.

How long has K2KEY been operating?

K2KEY is operated by Aetheria Global Technology Limited, a company registered in Hong Kong (Registration Number: 80415128). We are a legally incorporated entity subject to Hong Kong law.

Which country's laws govern K2KEY?

K2KEY is governed by the laws of the Hong Kong Special Administrative Region. Any disputes arising from your use of our services are subject to the exclusive jurisdiction of Hong Kong courts.

Where can I file a complaint about K2KEY?

If you have a complaint, please contact us first at [email protected]. We aim to resolve all issues promptly and fairly. If you are unable to resolve the matter with us directly, you may refer to the relevant consumer protection or dispute resolution authorities in your jurisdiction.

How does K2KEY protect my payment information?

We use industry-standard SSL/TLS encryption to protect all data transmitted through our website. Payment processing is handled entirely by our third-party payment providers — K2KEY does not store your full credit card number, CVV, or banking credentials at any point.

Can anyone else see my code after purchase?

No. Your code is stored securely in your account and is only visible to you after you click to reveal it. Once revealed, we strongly recommend redeeming it immediately and not sharing it with anyone.

How fast will I receive my code?

Delivery is instant in most cases. Once your payment is confirmed, your code will be automatically delivered to:

• Your order confirmation page (immediately after payment)
• Your account dashboard under "My Orders"
• Your registered email address

If you do not see your code within 10 minutes of payment, please check your spam/junk folder before contacting support.

Where do I find my code after purchase?

Your code can be found in three places:

1. Order confirmation page — shown immediately after checkout
2. Account dashboard → "My Orders" → select your order → "Reveal Code"
3. Confirmation email — sent to your registered email address

How do I redeem my code?

Redemption steps vary by platform. Here are the most common:

Steam: Open Steam → Library → "Activate a Product on Steam" → Enter your key

PlayStation (PSN): PS Store → Redeem Codes → Enter your code

Xbox / Microsoft Store: Microsoft Store → Redeem Code → Enter your code

Nintendo eShop: eShop → Enter Code → Enter your 16-digit code

For other platforms, please refer to the publisher's official instructions included on the product page.

What is region locking? How do I check if a code works in my country?

Many digital products are region-locked, meaning they can only be activated on accounts registered in specific countries or regions. The region compatibility for each product is clearly stated on the product page.

Please check the region information carefully before purchasing. K2KEY cannot be held responsible if a code does not work due to a region mismatch caused by incorrect selection by the buyer.

I bought the wrong region code — what can I do?

Unfortunately, once a code has been revealed or delivered, we are unable to offer refunds or exchanges for incorrect region selection, as this is a user error. We strongly recommend checking the region compatibility on the product page before completing your purchase.

If the code was delivered to you in the correct region but genuinely does not function, please contact us with your order number and evidence.

My code says it's already been used — what do I do?

If your code is rejected as "already redeemed" immediately upon delivery and you have not used it yourself, please:

1. Do not attempt to redeem it further — this preserves the evidence
2. Take a screenshot of the error message
3. Contact us at [email protected] with your order number and screenshot

We will investigate and, if the code was indeed pre-used upon delivery, provide a replacement or refund.

My code doesn't work — what should I do?

If your code is not working, please try the following first:

• Ensure you are entering the code exactly as shown (watch for zeroes vs. the letter O, and ones vs. lowercase L)
• Confirm you are redeeming on the correct platform and in the correct region
• Check that the game or platform you are activating on supports this type of code

If none of the above resolve the issue, contact us at [email protected] with your order number, a screenshot of the error message, and details of the platform and region you are using.

I entered the wrong Player ID for a top-up — what can I do?

Top-up and direct load transactions are instant and irreversible. Once a top-up has been processed to the Player ID or account you provided, we are unable to reverse or redirect it.

Please double-check your Player ID, account name, or server before confirming a top-up order. K2KEY cannot be held responsible for deliveries made to an incorrect account due to a user input error.

I ordered a pre-order product — when will I receive my code?

For pre-order products, codes are typically delivered on or shortly before the official release date. Please check the product page for the expected delivery timeframe. If you have not received your code within 24 hours of the release date, please contact our support team.

What if a product I paid for is out of stock?

We strive to maintain stock at all times, but in rare cases a product may become temporarily unavailable after your order is placed. If this happens, you will be notified by email as soon as possible. We will either fulfil your order once stock is replenished (typically within 24 hours) or, if you prefer not to wait, issue a full refund to your original payment method. You will never be left without a resolution.

Does a US code work on a non-US account (e.g. PSN, Xbox)?

Generally, no. Digital codes are region-specific. For example, a US PSN code can only be redeemed on a US PSN account; it will not work on accounts registered in other regions such as Europe, Asia, or Turkey.

The region compatibility for every product is clearly listed on the product page. Please verify your account region before purchasing. K2KEY cannot accept returns or issue refunds for region mismatches resulting from incorrect selection by the buyer.

What payment methods do you accept?

K2KEY currently accepts the following payment methods:

• Major credit and debit cards (Visa, Mastercard)
• PayPal
• Cryptocurrency (via our crypto payment gateway)

Available payment methods may vary by region. All supported options will be displayed at checkout.

Does K2KEY store my credit card details?

No. K2KEY does not store your credit card number, expiry date, or CVV. All payment information is processed directly by our third-party payment processors, which are compliant with PCI-DSS security standards.

Can K2KEY charge my card without my permission?

No. K2KEY only processes a charge when you explicitly authorise a payment at checkout. We do not store payment credentials for recurring charges or future use without your consent.

Who actually processes my payment — and are they trustworthy?

K2KEY does not process card payments directly. Your payment is handled by reputable third-party payment processors (such as Stripe, PayPal, or our crypto gateway provider), all of which are PCI-DSS compliant and subject to stringent financial regulations. K2KEY never sees or stores your full card number, CVV, or bank credentials at any point in the transaction.

Does K2KEY charge any payment processing fees?

No. K2KEY does not charge any additional payment fees on top of the listed product price, regardless of which payment method you choose. The price you see at checkout is the price you pay.

Why was my payment declined?

Payments can be declined for a number of reasons, including:

• Insufficient funds or credit limit
• Your bank blocking the transaction as a precaution (common with international purchases)
• Incorrect card details entered at checkout
• Your card issuer's fraud prevention systems flagging the transaction

We recommend trying an alternative payment method or contacting your bank. K2KEY does not have visibility into the specific reason for a card decline from your bank's side.

Can I pay in my local currency?

Prices on K2KEY are displayed in EUR (Euro) as our base currency. Your payment provider may convert this to your local currency at their prevailing exchange rate. Any currency conversion fees are charged by your payment provider, not by K2KEY.

What happens if I see an unexpected charge from K2KEY?

If you see a charge from K2KEY that you do not recognise:

1. Check your order history in your K2KEY account
2. If you do not recognise the charge, contact us at [email protected] immediately
3. If you believe your account has been compromised, change your password and contact us

Please contact us before initiating a chargeback with your bank. Unjustified chargebacks after successful delivery of a product are a breach of our Terms of Service.

Do I need an account to purchase?

Yes, registration is required to purchase on K2KEY. Your account is where your codes, order history, and delivery records are stored securely.

Where can I find my order history?

Log in to your account and navigate to "My Orders". All past purchases and their delivery status are displayed there.

I didn't receive my confirmation email — what should I do?

Please check the following:

1. Your spam / junk folder — confirmation emails sometimes land there
2. If you paid via PayPal, check the email linked to your PayPal account
3. Ensure you entered the correct email address at registration

If you still cannot find the email, log in to your account and check "My Orders" — your code will be there regardless of the email. If you need the email resent, contact us at [email protected].

I forgot my password — how do I reset it?

On the login page, click "Forgot Password", enter your registered email address, and follow the reset link sent to your inbox. If you do not receive the email within a few minutes, check your spam folder.

I want to delete my K2KEY account.

To request account deletion, please email [email protected] with the subject line "Account Deletion Request" from your registered email address. We will process your request in accordance with our Privacy Policy. Note that we may be required to retain certain transaction records for legal and accounting purposes even after account deletion.

How do I use a K2KEY gift card?

At checkout, look for the "Gift Card / Voucher" field. Enter your gift card code and click "Apply". The value will be deducted from your order total.

Can I exchange a gift card for cash?

No. K2KEY gift cards cannot be exchanged or redeemed for cash.

What if my order total is more than the gift card value?

Simply pay the remaining balance using another accepted payment method at checkout.

What if I don't use all the gift card value in one order?

Your remaining gift card balance will be stored in your account and can be used on future purchases until the card expires.

Do K2KEY gift cards expire?

Yes. K2KEY gift cards are valid for 24 months from the date of purchase. Unused balances after expiry cannot be refunded or extended.

Can I get a refund on a digital code?

As a general rule, all sales are final once a code has been delivered and revealed. This applies to all digital products due to their instant-delivery nature.

Exceptions apply only in the case of a genuinely defective product — for example, a code that was invalid or already redeemed at the time of delivery. See our full Refund Policy for details.

My code was invalid at the time of delivery — what happens?

Contact us at [email protected] with your order number and a screenshot showing the error. We will investigate promptly. If the defect is confirmed, we will provide a replacement code or a refund to your original payment method.

How do I report a problem with my order?

Email us at [email protected] with:

• Your order number
• A clear description of the issue
• Any relevant screenshots or evidence

We aim to respond to all support enquiries within 24 hours on business days.

How long does a refund take?

Once a refund is approved by our team, the processing time depends on your original payment method:

• Credit / Debit Card: 3–10 business days (depending on your card issuer)
• PayPal: 1–3 business days
• Cryptocurrency: Varies by network; typically 1–5 business days
• Store Credit / Account Wallet: Instant

You will receive an email confirmation once the refund has been initiated on our end.

Will my account or any other unaffected orders be impacted if I report an issue?

No. Raising a support ticket for a specific order will not affect any other orders or your account standing, as long as the report is made in good faith.

Why are your prices lower than retail?

K2KEY works directly with a network of established global distributors and suppliers, enabling us to offer competitive pricing. By operating exclusively in digital format, we eliminate costs associated with physical distribution, storage, and shipping — and pass those savings on to our customers.