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

Grab gift cards add credit to your Grab account for orders or rides in the card's country. If a card is refused, Grab's support is the team that can see why.

How to redeem

Open the Grab app and sign in to your account.
Go to the wallet or payment section and choose to add a gift card or voucher.
Paste the code and confirm. The credit is used on your next order or ride in that country.

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 Grab errors and what they mean

Card not valid in your country
Credit only works in the country and currency the card was issued for, shown on your order.
Code already used
Check the wallet on every Grab account you use. If the credit is on none of them, contact Grab with the proof of purchase.
Code not accepted
Paste it again with no spaces, in the Grab app's own gift card field.

Contacting Grab support

Use the help section in the Grab app, usually under your account, to contact support about payments or gift cards. Send them the code, 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 Grab support handles this

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

What we do

We give you the proof Grab 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