Sometimes, when using a game card, you may find that you have a little trouble. Below we'll go over a couple of common issues that might come up when using game cards and steps to address them.

I can't find my credit or virtual item

Your account may have received the credit and/or virtual item already. Follow these steps to check if you've already received it.

Please note that game cards redeem for credit on the account, not Robux nor Builders Club membership.

Steps to check if you received your game card credit

Note: An account's game card credit balance will not be visible on all pages.

• Make sure you're logged into the account on which the game card was redeemed.
• Navigate to the Builders Club purchase page or the Game Card redemption page.
• On the Builders Club purchase page, your credit balance will appear on the right side of the page in green numbers, like this:
  
• On the Game Card redemption page, your credit balance will appear under the Redeem button in green numbers, like this:
  
• If you don't see the credit balance, then it means that the account currently has no Roblox game card credit redeemed onto it.

Steps to check if you received your virtual item

• Make sure you're logged into the account on which the game card was redeemed.
• Review the game card virtual items on the Game Card page.
• Click the virtual item's name or image for the game card you redeemed to load the item's page.
• If the account has the item, the information section will indicate that the account owns the item and your avatar can wear it like this:
  

If you can't find the credit or virtual item, repeat the Steps above to check any other user accounts you may have logged into for the credit or virtual item. If the game card was redeemed on the incorrect account, follow the below steps to contact Customer Service.

I still can't find my game credit or virtual item or it says game card is inactive

• Go the the Support Form.
• Fill out the form sections.
• In the Description of issue field, make sure to include these:
  • Description of your issue
  • Game card PIN
  • Game card Serial Number
  • Store and City of purchase
  • Date of purchase
  • Game card amount
  • For virtual items, the name of the virtual item you should have received. If you believe you should have received a different item, the name of that virtual item.
• When you receive the confirmation email, reply to that email with the following:
  • Image or scan of the purchase receipt (.jpg or .png format only)
  • Image or scan of the front and back of the game card (.jpg or .png format only)