Redeeming Yalla Ludo, and what to do if a code is refused

Yalla Ludo diamond and gold PINs are redeemed on Yalla Pay, Yalla's official payment site, to your Yalla Ludo user ID. If a PIN is refused, Yalla customer service is the team that can see why.

Redeem on Yalla Ludo

How to redeem

Open Yalla Pay (yallapay.live) and choose Yalla Ludo.
Enter your Yalla Ludo user ID from your profile in the app.
Choose to pay with a PIN code and pick the diamonds or gold that match your card.
Enter the PIN and confirm.

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 Yalla Ludo errors and what they mean

“Invalid pin code provided, please check and re-enter it.”
A typing mistake or wrong PIN. Enter it again carefully.
“The pin code has been used and can not be reused.”
Check your balance in the app. If it is not there, contact Yalla customer service with the proof of purchase.
“PIN Code has expired, please try again”
The PIN is past its expiry and cannot be redeemed.
“Invalid User ID”
Copy your user ID again from your profile in the app.
“Payment channel for this app is not available in the current country.”
PIN payment is not offered for the selected country. Check the country on the page.

Contacting Yalla Ludo support

Contact customer service inside the Yalla Ludo app, or use the feedback option on Yalla Pay. Send them your user ID, the PIN, 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 Yalla Ludo support handles this

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

What we do

We give you the proof Yalla Ludo 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