Card cannot be claimed on your account

Airbnb's terms: the account's country of residence must match the card's country, and some countries also require a payment method from that country.

Card number or PIN not accepted

Enter both again carefully: the 19-digit number and the PIN are separate.

Redeeming Airbnb, and what to do if a code is refused

Airbnb gift cards are claimed on Airbnb's site for the card's country and spent when you book. Airbnb only lets you claim a card if your account's country of residence matches the country that issued it.

Airbnb gift cards are for residents of the card's country

Airbnb's terms say a gift card can only be claimed when your Airbnb account's country of residence matches the country that issued the card (the country is shown on the product), and some countries also require a payment method from that country. Delivered codes are final sale.

Contact Airbnb support

How to redeem

Go to Airbnb's gift card page for the card's country: airbnb.com/gift (United States), airbnb.com.br/presente (Brazil) or airbnb.mx/regalo (Mexico).
Sign in, or create an account.
Enter the 19-digit card number and the PIN, and choose Redeem gift card.
The balance is used when you book.

Airbnb cards only work on an account set to the card's country or region. The region is shown on the product before you pay and on your order.

Before you contact support

If the card has a region, check that your account's country matches it. A wrong region is the most common reason a card is refused.
Check you are signed in to the account you meant. If the code was entered once on another account, the balance is on that account.
Paste the code instead of typing it, with no space before or after it. When typing, watch for O and 0, I and 1.
Do not keep trying the same code on many accounts or regions: some brands lock a code, or the account, after repeated attempts.

Common Airbnb errors and what they mean

Card cannot be claimed on your account
Airbnb's terms: the account's country of residence must match the card's country, and some countries also require a payment method from that country.
Card number or PIN not accepted
Enter both again carefully: the 19-digit number and the PIN are separate.

Contacting Airbnb support

Use Airbnb's Help Center to contact Airbnb Customer Support. Send them the card number, a screenshot of the error and the proof of purchase.

Contact Airbnb support

What to send them

The full code, exactly as it appears on your order page.
A screenshot of the error message, showing the date and time.
Your proof of purchase: open your order and use “Copy proof of purchase”. It has the order number, when the code was issued and when you first opened it.
The email or ID of the account you tried to redeem it on.
Never your password. No real support team, theirs or ours, will ask for it.

Why Airbnb support handles this

Every code is issued by Airbnb's own system and reaches you new, through the official distribution channel, at the moment you pay. When Airbnb refuses a code, the reason is recorded on Airbnb's side: which account tried it, when, and from where. Only Airbnb support can see that record, and only they can reverse a redemption or restore a balance. We cannot see inside your Airbnb account.

What we do

We give you the proof Airbnb asks for: your order page shows when each code was issued, that it was never issued on any other MyPinCard order, and when you first opened it. Copy it from your order page and send it with your case. Delivered codes are final sale and are not refunded or exchanged; see the refund policy.

Refund policy