Help center

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Refunds are only issued if the code does not work. In such cases, please contact us via the contact form. We do not issue refunds if:

• The customer does not like the game

• The customer cannot activate the code

• The customer's computer does not meet the game's requirements

• The code has been activated after it was sent

If you encountered an error during the payment process, the purchase did not go through, and you didn’t receive the product—but your funds appear as reserved or deducted—please note that our system will automatically release or refund the reserved amount. This happens when the transaction fails before a game key can be delivered or the order can be completed.

Please allow some time for the refund or release of funds to be processed. The timeframe depends on your payment provider and can take a few business days. Once processed, the reserved amount will become available in your account again.

Common reasons why a payment might fail:

• Insufficient funds

• Incorrect payment details

• Problems with the selected payment method

• VPN or AdBlock interfering with the transaction

• Authorization issues from your bank or payment provider

• Using an inactive or expired card

If the transaction was rejected, please check the following:

• You have sufficient funds available.

• You have entered the correct personal information.

If all of the above is correct, the funds will be returned to your account. If you have not received them back within the expected timeframe, please contact us via the contact form.

If you see this message while trying to complete a payment, it means the transaction is currently under review by the payment provider you selected.

This process can take up to 24 hours, depending on the payment provider.

Once we receive payment confirmation, your order will be completed automatically.

If you want to verify the status in the meantime, please contact us via the contact form and include the order number or invoice ID provided by your payment provider.

If you see this message while trying to create an order with us, it means that, although the transaction process was started, the payment provider never received the necessary information to process the payment. 

If you have provided every necessary information and went through the necessary process to validate your payment and you still get this error, please consider the suggestions below:

• Try to make the transaction using the same browser but this time, using incognito mode;
• Clean your cookies or try using a different browser;
• Please make sure that you don't have any sort of software that can block data enabled at the moment of payment (VPN, AdBlocker, etc);

In some cases, the payment provider you’re using may decline the transaction before any information reaches us. This usually happens due to restrictions on the payment method, such as limitations on international or online transactions, or because of incorrect information entered during checkout.

To help prevent this issue, please check the following:

• Ensure your bank’s online settings allow international and online payments with the card you are using.

• Double-check that all payment details you’ve entered are correct and up to date.

• Confirm you have sufficient funds available on the selected payment method.

• Make sure 3D Secure is active on your card and used during the purchase process.

If the issue persists, you may try adding your card to a PayPal account and using PayPal as the payment method. In many cases, this resolves the problem. If it still doesn’t work, we recommend contacting your card provider to find out why the payment is being declined.

Please note that even if your transaction was declined, your bank may temporarily reserve the funds. While the payment never actually leaves your account, you may still see it as a pending transaction for a short period.

In some cases, when your payment confirmation takes longer than expected, our system may not be able to assign a game key to your order automatically. If this happens, you might see the error.

If you see this message while completing your order, please don’t worry. The system will continue trying to assign a game key. If it still fails after some time, your payment will be automatically refunded.

The country you select during checkout is declared solely for tax purposes. As a service, we kindly ask that the country you provide is accurate and truthful, as it determines the correct VAT rate applied according to applicable laws. Please note that this selection does not affect the product’s availability or its activation region—it is used only for proper tax calculation and compliance, more on how vat calculation works.

In some cases, technical issues may prevent the automatic delivery of your purchased key. If that happens, the system will automatically refund your order once it detects that you haven’t received a key.

Check if the payment is still pending or reserved

Depending on the payment method, the transaction may take longer to complete. Some payments—especially cash payments or certain bank transfers—can take up to 72 hours. Once the payment is confirmed, the system will provide you with your key.

 

If the problem persists, please contact us via the contact form.

 

Since the products you can find in our marketplace come in the form of a digital key and their acquisition method on Steam is interpreted as retail, you won't be able to apply for a refund on their platform.

Technical issues typically occur after product activation. Please note that our support can assist only with the activation and redemption process. For detailed instructions, refer to our Activation Guides.

If the problem relates to the product itself (such as failure to start, performance issues, or bugs), we recommend contacting the platform’s official support and searching online for potential solutions, as others may have encountered similar problems.

Remember to verify your computer meets the product’s minimum system requirements before purchase.

Refunds are only possible for valid keys that have not yet been activated. Once a key is activated, it cannot be deactivated or removed, and its value is exclusively yours.

There can be various reasons why the game disappeared from the Steam library, thus, if you received a message that a game was removed from your Steam library, please contact us via contact form.

Before contacting us, make sure to already have these screenshots:

• Notification message from Steam Support informing you about the game being removed from your account.
• Screenshot from Steam Games & Applications page with information showing why the game disappeared.

To find the reason the game was removed, please follow this guide below:

1. Log in to your Steam account.
2. Go to your Steam Games & Applications page using this link here.
3. Search for the removed game.

4. Select the It's not in my library option.

5. On that page, there will be more information written about the game removal. 

6. As a final step, make a full-screen screenshot of that last page and contact Eneba Customer Support Team with the screenshot already provided in the ticket.

Most of the games available are global region keys, but some products have regional restrictions. To check if a code can be activated in your country, please look for this information on the product page.

Some subscriptions and certain keys may be activated only through a VPN. If this applies, the product description will inform you about it, along with activation instructions that are sent after purchase.

Could your order be a pre-order?
Please verify whether the product you purchased is a pre-order. If it hasn’t been released yet, your game key will be delivered as soon as the official release takes place.

Have you checked your spam folder?
Occasionally, our emails may be filtered into the spam or junk folder. Please make sure to search there as well.

Are you checking the correct email account?
Ensure you’re looking in the inbox of the email address you used when placing the order on our site. If you suspect you made a typo in your email, please write to us in contact form.

Is the payment still pending or already refunded?
In rare cases, technical issues may prevent the key from being sent automatically. When this happens, the payment might remain in pending status or be refunded. Our support team will also reach out directly, so check your inbox for any messages from us.

Are you using the correct platform for activation?
Sometimes a key purchased for one platform won’t work on another (for example, a Steam key cannot be activated on Origin). Double-check that you’re redeeming your code on the correct platform indicated in the product description.

Have you reviewed the Key Activation Guide?
Our activation guide provides step-by-step instructions for each platform to ensure a smooth process.

Did you enter the code correctly?
When typing the code manually, small mistakes can happen. Look out for characters that can be confused, such as the letter “O” and the number “0.” Copying and pasting the code directly can help avoid errors.

If you receive an invalid error message while trying to activate a game, don’t worry. Before contacting us via the contact form, please make sure that:

• You are activating the game on the appropriate platform;

• Double-check if the code you entered is correct;

• If you have confirmed the above and the key still doesn’t work, please contact us via the contact form.

If you receive an error message saying your code has already been used, please:

• Log out of your account and log back in;

• Recheck your game library, as it may take some time for the game to appear;

• If the game is still missing from your library, contact us via the contact form with all relevant details about your issue.

If your key is region locked, it means you purchased a game that is not supported in your region or country.

Note: When contacting us via the contact form, please provide all necessary information, including screenshots of the error message, to help us resolve your issue as quickly and smoothly as possible.

To register, click on the user icon, then select "Sign In" and enter your email address. If you don’t have an account with us yet, it will be created automatically.

• Enter your email address, and we will send a verification code to it.

• Confirm your email by entering the code you received.

If you receive an error saying your IP is blocked, please make sure that:

• You are not using a VPN or Proxy.

• You have cleared your cookies and cache.

• You try using a different browser.

• You are not accessing our site from a restricted country.

If you have tried all of the above and still experience issues, please contact us via the contact form.