Fix Common Issues for Battle.net / Blizzard

This code has already been claimed

You can only claim a code in your account once. If you receive this error, it means your code was successfully added to your Blizzard account. Try to remember the email you used the first time. Always make sure you are logged in with the correct email or BattleTag.

• If it is a game, check your Games & Subscriptions page to verify you have successfully added it to your account
• If it is an in-game item, log into the game to verify you received the item

Cannot claim my Battle.net balance code 

We can’t process this code at this time. Please try again later." 

Some codes have regional restrictions. You will receive this error if you are claiming a code that doesn't belong to your region. If you have recently moved to a different country, you can resolve this problem by updating your country of residence in your account details.

If the issue persists, check the code for errors and try again. If the code was a gift, speak to your friend.

We couldn't find a Battle.net account with that information.

You will receive this error if you enter the wrong email or password in the Battle.net App login window. 

To resolve this error: 

1. Exit the Battle.net App completely. To do this, right-click on the Battle.net icon on the system tray, then select Log Out or Exit

2. Launch the Battle.net app again

3. If you use a password manager with auto-fill service, delete the pre-filled email and password

4. Type in your email and password manually

If the problem continues, you might consider checking the following: 

• Wrong Email

1. The email address was sent to your email address. If you have multiple emails, make sure that you are entering the correct one.
2. Make sure that you are typing the email address correctly. 

• Wrong Password

1. Check if you have Caps Lock on —the input box is case sensitive
2. If you have multiple keyboard languages or layouts installed, check which one you have enabled
3. Try typing your password on a notepad so you can see what you are typing
4. Best to copy and paste it from the email we sent to you. Just make sure that the password box is blank and has no spaces before pasting. 

Account Banned or Suspended

Please know that the account sold to you was brand new, we can send you proof for this and it was only sent to you. Thus, once the customer has access to the account, it is already out of our control. 

Blizzard suspends or bans accounts for violations of their Code of Conduct. If you think your account may have been hacked or compromised, you should secure your computer and account and contact us.

All Call of Duty® bans and restrictions are implemented by Activision and can be appealed here: Ban Appeal Activision Support. Activision pledges a zero-tolerance policy, any cheats done will not be tolerated.

Phone number

• I don't have a phone, how can I play for free?
• I cannot play the game for free, it asks me to add a phone number
• I cannot add my phone number to this account, I already added it to another account

Some free games require that you add a phone number to your Blizzard account.

Limiting the number of free accounts that a single person can create helps keep players accountable for their actions and, in turn, reduces toxicity and cheating and ensures a positive community experience for all players.

If you already registered your phone number to play for free —or you own a paid copy of the game— this error means that you are logging in with the wrong email. Log out, make sure you enter the correct Blizzard email and log in again.

Combine Blizzard accounts

In some situations, it is possible to combine Blizzard accounts, by moving over the various game licenses from one account to the other. There are some restrictions to this though, as some licenses or game-specific content cannot be moved over.

Please make sure to read through the Combine Blizzard Accounts support article thoroughly to understand what can and cannot be done.

Bear in mind that even though you're allowed to change the details of the account you bought, we strongly discourage changing the country/region/location to avoid complications.

Merge/Link Blizzard and Activision accounts

To merge your Activision and Blizzard, simply follow the instructions here. 

NOTE: Please be informed that even though you're allowed to change the details of the account you bought, we strongly discourage changing the country/region/location to avoid complications.

Merge/Link Blizzard and XBOX, PSN, and Nintendo Switch

To merge your XBOX/PSN/Nintendo Switch and Blizzard account, simply follow the instructions here.

NOTE: Please be informed that even though you're allowed to change the details of the account you bought, we strongly discourage changing the country/region/location to avoid complications.  

App Crashes

There can be various reasons why the game crashes. We've looked up your issue online and found these solutions.

• Solution 1
• Solution 2

If you’re still having trouble, please contact our Customer Support Team via Support Tickets on your EF Dashboard so we can check if you are eligible for a refund or replacement. 

To assist you better, please include the details below:

1. Order ID

2. Screenshot of the pop-up/error message 

3. Additional information (if any)

NOTE: We don't provide replacements/refunds for products that are already redeemed to the account. Refunds are only processed provided that the product is in its unused condition and can be sold on. Used products are not eligible for refunds.