Diamonds went to the wrong account

Diamonds go to the account you were logged in to and cannot be moved. Check the account before confirming.

Paste it again with no spaces, on the official recharge page only.

Redeeming Bigo Live, and what to do if a code is refused

Bigo Live diamond cards are redeemed on Bigo Live's official recharge page, to your Bigo ID. If a card is refused, Bigo Live's support decides it.

Redeem on Bigo Live

How to redeem

Open the Bigo Live recharge page and log in to the Bigo Live account that should get the diamonds.
Choose the card or PIN method and paste the code.
Confirm, and check the diamonds arrived in the app.

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 Bigo Live errors and what they mean

Diamonds went to the wrong account
Diamonds go to the account you were logged in to and cannot be moved. Check the account before confirming.
Code not accepted
Paste it again with no spaces, on the official recharge page only.

Contacting Bigo Live support

Contact Bigo Live from the help or feedback option in the app. Send them the code, your Bigo ID, a screenshot of the error and the proof of purchase.

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 Bigo Live support handles this

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

What we do

We give you the proof Bigo Live 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