Diamonds went to the wrong player

Diamonds go to the Player ID you logged in with and cannot be moved. Check the name before confirming.

Paste it again with no spaces. Promo codes from events are redeemed on a different Garena page and are not the same as vouchers.

Redeeming Free Fire, and what to do if a code is refused

Free Fire diamond vouchers are redeemed on shop2game, Garena's official top-up site, to your Player ID. If a voucher is refused, Garena's support decides it.

Redeem on Free Fire

How to redeem

Open shop2game (the button above) and choose Free Fire.
Log in with your Player ID and check the name shown is yours.
Choose the voucher option and paste the voucher code.
Confirm. Diamonds go to your in-game wallet.

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 Free Fire errors and what they mean

Diamonds went to the wrong player
Diamonds go to the Player ID you logged in with and cannot be moved. Check the name before confirming.
Code not accepted
Paste it again with no spaces. Promo codes from events are redeemed on a different Garena page and are not the same as vouchers.

Contacting Free Fire support

Contact Garena from the customer service option in Free Fire, or from shop2game. Send them the voucher code, your Player 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 Free Fire support handles this

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

What we do

We give you the proof Free Fire 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