Code cannot be used with your subscription

Storytel gift cards work with the Unlimited plan only. If you have another plan, or pay through Apple or Google, cancel it, wait until the current period ends, then redeem.

Paste it again with no spaces, on Storytel's website.

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

Storytel gift card codes are redeemed on Storytel's website, not in the app, and only with the Unlimited plan. If a code is refused, Storytel support is the team that can see why.

Contact Storytel support

How to redeem

In a browser, open Storytel's gift card redeem page for your region, for example storytel.com/ae/giftcards/redeem, storytel.com/sa/giftcards/redeem or storytel.com/eg/giftcards/redeem.
Sign in, or create an account.
Enter the code and redeem it. Storytel sends you a confirmation email.

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 Storytel errors and what they mean

Code cannot be used with your subscription
Storytel gift cards work with the Unlimited plan only. If you have another plan, or pay through Apple or Google, cancel it, wait until the current period ends, then redeem.
Code not accepted
Paste it again with no spaces, on Storytel's website.

Contacting Storytel support

Use Storytel's contact support page (chat or the request form). Send them the code, your account email, a screenshot of the error and the proof of purchase.

Contact Storytel support

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 Storytel support handles this

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

What we do

We give you the proof Storytel 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