Updated 24 April, 2017

Problems using a top up voucher code on sub account

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

 
 

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

If you have a master account the solutions will be different, so please check the master 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?

Sub accounts are funded from the master account wallet, which means that a top up voucher cannot be redeemed on a sub account at all. Instead, ask the associated master account holder to redeem the code on their account and adjust the monthly spending limit in Parental Controls to allow you to spend the funds. Find out how to do this here.

If you want to check that the code has been correctly redeemed, ask the master account holder to go to their [Transaction History] on the account management website or on a PlayStation system. The top up should show in the 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, ask the master account holder to check their wallet balance to find out:

PlayStation 4

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

PlayStation 3
PS Vita / PS TV
PSP
PC

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

How do I resolve a voucher code problem?

If the master account holder finds that their wallet has not been topped up please ask them to try the following: 

  1. Sign out of Account Management on their computer or exit PlayStation Store and sign back in to refresh their 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, ask the master account holder to 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.