Frequently Asked Questions
Sections:
Payment
My payment failed, what should I do?
Most of the time, when this happens, the card or bank you are using does not support 3D Secure authentication. We recommend using a different payment card, preferable by a different issuing bank. If you are using a debit card, try using a credit card and vice versa. If you can have issues you can use the contact us page to send us a message and we will look into the nature of the issue.
Why was my payment declined?
There are many reasons why a payment may be declined such as insufficient funds, unusual activity, failure to authenticate (see question above). Sometimes the billing details doesn’t match the information and format on record with the bank. If your payment does not succeed the first time, double check your billing information and try checking out again.
What payment methods do you accept?
Stripe is our preferred payment processor, it accepts all major Credit and Debit cards, and wallets (Alipay, Apple Pay, Google Pay, Microsoft Pay, MasterPass, Visa Checkout).
PayPal may be available, depending on your location. You do not need a PayPal account to use this method, it will process payment from your Credit card or PayPal account if you have one.
What currency are the prices in?
All prices are in US Dollars.
How long are items in my cart reserved for?
Products in your cart are not reserved, this ensures everyone gets a fair chance to purchase codes.
Instant Online Delivery
How will I receive my PTCGO or PTCGL codes?
Immediately after your purchase, you will receive an automated email with a access link to your Pokemon TCG Live codes online. You can view, copy, and download PTCGO and PTCGL codes. Look for an email with the subject line “PTCGO.CO Order# XXXXX – Code Instructions Inside!”. If using Gmail check the Promotions section of your Inbox, as it commonly gets filtered to that tab. If you can’t find the email please check your Junk and Spam folders. Emails might be occasionally delayed by our servers or your mail provider for up to 15 minutes.
The codes are displayed in all of the following formats:
- Text (with copy buttons next to them) – easily copy and paste them for redemption.
- QR Code format – scan into the game using your webcam or camera
- .csv format – download a spreadsheet to copy and paste into the game or save them for later
I didn’t receive my codes, how long does processing/delivery take?
Orders will be processed instantly and automatically after payment has been received. A link to access your codes will be emailed immediately, make sure to check any Junk or Spam folders for a email with the subject “PTCGO.CO Order# XXXXX – Code Instructions Inside!”. If using Gmail check the Promotions section of your Inbox, as it commonly gets filtered to that tab.
Emails might be occasionally delayed by our hosting provider or your mail servers. At times there may be delays due to payment not clearing, holds, or technical issues. We reserve the right to review and modify any orders at our discretion.
Backorders
Purchases on backorder are normally filled within 24 hours or less.
Preorders
Items on preorder are fulfilled on the release date (or sooner if stock is available) of the physical product in North America. The stock status for any preorder will say “backorder”. Please keep purchases with preorder items seperate from any instock orders, if you would like to receive your codes immediately. Otherwise your order will need to be manually released.
Like with any product, sometimes codes are delayed due to the availability of the physical product they come from, but we will fill them as soon as stock becomes available.
After Your Purchase
Why is my code is invalid?
If this happens make sure there is no space at the beginning or end of the code. If it still appears invalid please contact us and we will look into the issue.
Can I refund or exchange my codes?
Due to the nature of the product, all purchases are final. However, if there is a problem please contact us and we will try to resolve the issue for you.
Please do not redeem any additional codes so we can investigate. Provide links to screenshots where possible.
PTCGO and PTCGL
What’s the difference between Pokemon TCG Live code and Pokemon TCG Online codes?
PTCGO codes can be redeemed for either game client, however Pokemon TCG Live (PTCGL) codes from products released after February 28, 2023 can only be redeemed in Pokemon TCG Live, and is unsupposed in PTCGO. A general rule is any codes from Scarlet & Violet Series onwards and some Crown Zenith Products from March 2023 will be only redeemable for PTCGL .
PTCGL is a new game Pokemon replacing PTCGO, which will be sunseting June 2023. All players will eventually need to migrate their digital collections over to PTCGL to continue playing after the sunset date. When booster codes entered in Pokemon TCG Live (PTCGL), they unlock a modifed 5-Card booster pack. See table below for a booster pack slot breakdown.
What Language are the online cards?
The code will unlock cards in your the language you have set for you game. Therefore all PTCGO and PTCGL codes are valid for any country.
Do the booster codes unlock 10 cards or 6 cards?
All booster codes unlock 10 cards for the Pokemon TCG Online (PTCGO) game, unless otherwise stated. For booster codes entered in Pokemon TCG Live (PTCGL), booster codes unlock a modified 5-Card booster pack, see table below.
PTCGL Drop Rate Per Rarity by Booster Pack Slot
| | Slot 1 | Slot 2 | Slot 3 | Slot 4 | Slot 5 |
|---|---|---|---|---|---|
| Available Rarity | Common | Common Uncommon | Uncommon | Common (Parallel Foil Set) Uncommon (Parallel Foil Set) Rare (Parallel Foil Set) Holo Rare (Parallel Foil Set) | Rare Holo Rare Holo Rare V Holo Rare VMAX Ultra Rare Rainbow Rare Secret Rare |
| Available Upgrade Rarity* | Holo Rare V Holo Rare VMAX Ultra Rare Rainbow Rare Secret Rare | Holo Rare V Holo Rare VMAX Ultra Rare Rainbow Rare Secret Rare | Holo Rare V Holo Rare VMAX Ultra Rare Rainbow Rare Secret Rare | N/A | N/A |
*There is a small chance that a card from one of these rarities may replace the standard drop for this slot.
Other
Why should I sign up for an account?
Having an account provides many benefits such as:
• View and keep track of all your codes and purchases in one place
• Updates when new products are added
• Exclusive newsletters with news and promotions like giveaways and discounts
• Save your billing and account information
How can I provide feedback?
If you have feedback, please use the Contact Us page to share your feedback. We would love to hear your feedback and improve the experience for you.