Why haven’t I received my Steam code after purchasing in your shop?
Codes are not generated instantaneously, and there may sometimes be a delay between your order confirmation and your code email (including email delivery system delays). Usually, they will show up after some processing time. However, if it's been a while and you've already checked your spam folder, some other issue may be delaying your code.
If you received an order confirmation email but no code, here are two common possibilities:
- If you are an international customer who purchased via shop.jackboxgames.com, as stated on the site we are unable to issue Steam codes to customers outside the United States. You must purchase directly via Steam or the marketplace of your choice. Even if you are purchasing as a gift for a US-based friend, or only your billing or shipping address is international, our system still sees your order as originating outside the US and will not generate a code. We are sorry for the inconvenience, but it is outside our control. If you already placed an order, please contact us for a full refund.
- If you are US-based and a reasonable amount of time has passed since your order with no code, it is possible that our system is having an outage. This is quite rare, but possible. Please reach out and we’ll do our best to track down why your code is delayed.
If you haven’t received a code OR an order confirmation, there may have been a typo in your email address. Open a support ticket with us including your correct email address, and we will update it for you and resend your confirmation (or help you track down another issue).
If none of these apply to you and you haven't received a code for your webshop purchase, please open a support ticket and we'll help find a solution.