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Shopee gift cards belong to one country's Shopee: a rupiah card to Shopee Indonesia, a dong card to Shopee Vietnam, a peso card to Shopee Philippines. If a card is refused, that country's Shopee support is the team that can see why.
Shopee 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.
The code may be invalid, expired, already used, or not valid for what is in your basket. If you just used it on an order that failed or was cancelled, wait 15 minutes and try again.
Use the Shopee app of the country on your order; each country's Shopee is separate.
Use the help centre of the card's country: help.shopee.co.id, help.shopee.vn or help.shopee.ph, or the chat in the Shopee app. Send them the code, a screenshot of the error, your Shopee account and the proof of purchase.
Every code is issued by Shopee's own system and reaches you new, through the official distribution channel, at the moment you pay. When Shopee refuses a code, the reason is recorded on Shopee's side: which account tried it, when, and from where. Only Shopee support can see that record, and only they can reverse a redemption or restore a balance. We cannot see inside your Shopee account.
We give you the proof Shopee 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.