Problems activating a value code
If you have received a value code but are experiencing problems when trying to activate it, start by checking the following:
- Enter the code exactly as you received it.
- Make sure the code has not expired or already been used.
If you are still having problems activating the code, review the requirements for using a value code as well as the checkpoints below to find out why it is not working.
Requirements for activating a value code
The following requirements apply in order to register a value code:
- You do not have an active free or discounted period.
- You have not used the code on a previous occasion.
Troubleshooting checkpoints
Are you eligible for the code?
A value code often applies to a specific customer group. For example, it may be intended for:
- New customers
- Customers with a specific package
Therefore, check the information you received together with the code.
Note: In some cases, the code can be used even if it applies to a different package than the one you currently have, provided that the new package is more comprehensive. The activation will then function as an upgrade. You will receive a refund for the remaining time on your current package, and the discounted price for the new package will apply immediately.
Is the code valid for the correct country?
Value codes from partners may sometimes be restricted to a specific country. Therefore, check the following:
- Is your account registered in the same country that the value code applies to?
- Is your payment method issued in the same country?
Do you have a valid payment method registered?
You need to have a valid payment method linked to your account, even for free periods.
Follow these steps:
- Sign in to your account at Viaplay in a web browser
- Click the profile icon in the top right corner and select My account.
- Check whether you have a valid payment method under payment information.
- If not, add or update your payment method.
- Save and try activating the code again
If you still cannot use the code
If you have gone through all the steps above and still cannot register the code, please contact customer service.
To help us assist you more quickly, please prepare the following information:
- The value code
- An image (screenshot) of the error message you receive
