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Bilibili codes add a subscription period to your Bilibili account. If a code is refused, Bilibili's support is the team that can see why.
Codes sold for a country, shown on your order, usually only work for accounts in that country.
If you already pay through another method, such as an app store or a phone bill, the code may not apply until that plan ends. Check your plan on Bilibili's account page.
Paste it again with no spaces, on Bilibili's own website or app.
Use the help or contact page on Bilibili's website or app. Send them the code, a screenshot of the error and the proof of purchase.
Every code is issued by Bilibili's own system and reaches you new, through the official distribution channel, at the moment you pay. When Bilibili refuses a code, the reason is recorded on Bilibili's side: which account tried it, when, and from where. Only Bilibili support can see that record, and only they can reverse a redemption or restore a balance. We cannot see inside your Bilibili account.
We give you the proof Bilibili 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.
If you paid and the code never arrived, or you were charged twice, message us on WhatsApp with your order number.