Updated 24 April 2017

Problems using a top up voucher code on master account

This article takes you through the most common ways to fix an issue with redeeming a wallet top up voucher code on a master account.


Check all of the solutions or explanations listed below to resolve the problem.

If you have a sub account the solutions will be different, so please check the sub account version of this article.

If your voucher code is not for wallet top up select what your code should be adding to your account to find a solution to the issue:

How do I find out whether my voucher code has been redeemed?

Your code may have been redeemed correctly. Go to [Transaction History] on the account management website or on your PlayStation system. The top up should show in your transaction history as ‘Wallet Funding’ and the voucher code will be shown on the transaction detail screen. Find out how to check your PlayStation Store transactions.

Alternatively, check your current wallet balance using these methods to find out:

PlayStation 4

Go to (PlayStation Store) to check current wallet balance.

PlayStation 3
PS Vita

Sign in to your account and check 'Wallet' on the home screen.

How do I resolve a voucher code problem?

Try the following:

  1. Sign out of Account Management on your computer or exit PlayStation®Store and sign back in to refresh your account.
  2. Ensure that you are entering the code correctly, exactly as it is shown.
  3. Ensure your voucher code is for the correct region. If your voucher code is for any country other than the one you specified when creating your Sony Entertainment Network account, you will not be able to use it. Please return to the retailer with the voucher and purchase receipt.
  4. Ensure that the code is still valid. Some codes have an expiry date which means that they cannot be redeemed after that date has passed. Wallet top-up vouchers activated on a store till expire 12 months from the date of purchase, so please check your purchase receipt.
  5. If you do not need to scratch off a silver panel to get the code, then the card requires activation at the time of purchase. If your wallet top up is not working, please return to the retailer with the voucher and purchase receipt.
  6. If PlayStation Network is undergoing maintenance you may find that you are unable to use your voucher code.
  7. If the problem you have experienced is not solved or explained above, contact us for further assistance and provide as much of the following information as possible:
    • What is the voucher for?
    • What value top up was the voucher for?
    • What is the issue with the voucher (damaged, will not redeem)?
    • Proof of purchase and/or name of the retailer (if applicable)
    • Region
    • Valid from date and expiry date
    • Your Sign-in ID (email address)
    • Your Online ID

Please note that you may be asked to provide proof of purchase and a copy of the voucher - so do not dispose of either until the issue has been resolved.