How can we help?

Your key is delivered by email the moment payment clears. In normal conditions that takes under five minutes. On launch days, when traffic spikes, it can take up to thirty minutes to reach you.

If it hasn’t arrived yet, do two things. First, check your spam or promotions folder — delivery emails from [email protected] sometimes land there. Second, sign in at /my-account/orders/ and open the order: the key panel is revealed there too, so you don’t actually need the email to redeem.

Still nothing after thirty minutes? Write to [email protected] with your order number and we’ll resend within the working day.

Yes. A key is just a string of characters, so once you have it you can send it on however you like — over a chat app, by email, written on a postcard if you’re feeling traditional.

Two things to tell the recipient before they redeem. One, ask them to read the activation instructions on the product page first — some keys go through a publisher launcher rather than Steam, and the steps differ. Two, the region restriction on the product page applies to whoever activates the key, not to you. If they’re in a different country, double-check it’s a supported region.

We don’t run a wrapped “send as gift” flow today. If that’s something you’d like to see, let us know at [email protected].

Once the key is revealed — meaning you’ve clicked through to view it or it’s been redeemed — the order is considered consumed and we can’t change it. That’s how digital licence keys work everywhere, not just here.

If the key is still unrevealed and it’s within 14 days of purchase, write to [email protected] with your order number and ask us to cancel. We’ll void the key on our side and refund to your original payment method.

Bought the wrong region or the wrong edition? Same path — email us, don’t reveal the key, and we’ll get you sorted.

That’s frustrating, and it’s rare — we test-activate samples from every batch before keys reach the shelf — but it does happen. Here’s the fastest fix.

Email [email protected] with your order number and a screenshot of the platform’s error message (Steam, Epic, Ubisoft Connect, etc.). The screenshot matters: it shows the timestamp and the platform’s exact wording, which is what we need to raise a claim with the supplier.

From there we either replace the key from the same batch within a working day, or, if no replacement is available, refund to your original payment method per our refund policy. You don’t need to argue the case — “already used” is a defect, not a buyer’s-remorse situation, and we treat it as such.

Activating a Steam key takes under a minute:

1. Open the Steam desktop client and sign in.
2. In the top menu choose Games → Activate a Product on Steam…
3. Click through the wizard and paste your key when prompted.
4. Steam will tell you immediately whether the key is valid. If it is, the game is added to your library and the download starts.

A few notes. Steam keys are case-insensitive but include the dashes when you paste. If Steam says the key has already been redeemed, stop and write to [email protected] — don’t try a second account, that won’t help. And if you bought a region-coded key, make sure your Steam account country matches what the product page said.

Region info is shown on every product page and again at checkout, in plain language — “Activates in: EU only”, for example. We surface it twice on purpose, because a region mismatch is the single most common reason a key fails to redeem.

If you’ve hit a region block and you haven’t revealed the key yet, you’re covered. Write to [email protected] within 14 days of purchase, quote your order number, and we’ll refund per our refund policy.

If you’ve already revealed the key, EU consumer law (CRD Art. 16(m)) treats it as consumed and we can’t refund. In that case your best route is to gift the key to someone in the supported region or list it on a peer-to-peer marketplace.

Steam Guard prompting you for a code during activation is normal — it’s Steam verifying it’s really you, not a sign that anything is wrong with the key. Open the Steam mobile app, copy the rolling code, paste it into the prompt, and you’re through.

If you’ve lost access to the authenticator (new phone, deleted app, etc.) Steam has to reset it on their side; we can’t do that for you. Their recovery flow is at help.steampowered.com — pick “I can’t use my Steam Guard Mobile Authenticator.” Once you’re back in, the key activates as normal.

Your purchase from us is unaffected by the 2FA reset — the key sits on your order page until you’re ready.

Yes, within 14 days of purchase, provided you haven’t revealed or redeemed the key. Email [email protected] from the address on the order, include the order number, and we’ll void the key and issue the refund.

Important caveat: once the key has been revealed — meaning you’ve clicked through to view the characters — EU consumer law (Consumer Rights Directive Art. 16(m)) treats it as consumed digital content, and the right of withdrawal no longer applies. We can’t refund a revealed key on change-of-mind grounds. You agree to this at checkout, where we ask you to confirm you understand the right of withdrawal is waived on reveal.

A revealed key that doesn’t work is a different story — see “My key didn’t work” below.

Yes. A key that fails to activate through no fault of yours is a defective product, and the right of withdrawal limit doesn’t apply — you’re entitled to a replacement or refund regardless of whether the key was revealed.

What we need from you: the order number, a screenshot of the platform’s error message (Steam, Epic, GOG, Ubisoft Connect, EA App, etc.), and a one-line description of what you tried. Send it all to [email protected].

We aim to respond within one working day. If a replacement key is available from the same batch we send that first; if not, we refund in full to the original payment method. Region mismatches are handled the same way as long as the product page promised your region — if it didn’t, see the activation FAQ on region locks.

Once we issue the refund on our side, the money goes back to the original payment method — we can’t refund to a different card or account, that’s a card-network rule, not a policy we set.

Timing depends on your bank or card issuer. Most see the credit in 3 to 7 business days; some modern processors post it instantly. If a week has passed and it hasn’t shown up, ask your bank to search for the refund by the original transaction reference — they can almost always locate it faster than we can.

We’ll always send you a confirmation email the moment the refund leaves our side, with the reference number on it. Keep that email; it’s what your bank will ask for.

Go to /my-account/lost-password/, enter the email you registered with, and submit the form. Within a minute or two you’ll get a reset email from [email protected] with a one-time link.

The link is valid for 24 hours. Click it, choose a new password (we ask for at least 12 characters), and you’re back in. Your order history and keys are untouched — resetting the password doesn’t affect anything else on the account.

If the reset email doesn’t arrive, check spam first, then make sure you’re using the same email address that’s on your order receipts. If you registered with a different one by mistake, write to [email protected] and we’ll help you recover.

Yes. Sign in, go to /my-account/edit-account/, update the email field and save.

Before we switch the address on the account we send a confirmation link to the new email. You’ll need to click that link from the new inbox to confirm you control it — if you don’t, the old email stays as the address of record. This step exists to stop someone who briefly accesses your session from quietly redirecting your account to an inbox they own.

All future order receipts, delivery emails and password resets go to the new address from the moment you confirm. Past invoices stay linked to your order history as before.

Email [email protected] from the address registered to the account and ask us to erase your data. We process the request within 30 days, in line with GDPR Art. 17.

What gets deleted: your account record, profile, saved address, wishlist, marketing preferences and any support correspondence beyond what we need for the open ticket.

What we have to keep: invoice and order data for seven years, because Estonian tax law (Raamatupidamise seadus § 12) requires us to retain accounting source documents for that long. Those records are pseudonymised where possible — we hold the transaction, the amount and the VAT detail, not your shopping behaviour. After the seven-year window they’re destroyed automatically.

Visa and Mastercard, processed through our acquiring bank’s secure 3-D Secure checkout. The card details never touch our servers — they go directly to the acquirer, who returns a token to us. That’s why you’ll see a one-tap challenge from your bank (an app prompt or SMS code) on most transactions.

We don’t currently support PayPal, Skrill, Paysafecard, crypto or buy-now-pay-later. If a method you rely on is missing, write to [email protected] — we track those requests and add gateways based on demand and the licensing rules of our jurisdiction.

All charges are in EUR. If your card is denominated in a different currency, your bank handles the conversion at their published rate.

Charges from us appear on your statement as ENDNGO / endngo.com. Some banks shorten or rearrange descriptors, so you may also see variations like ENDNGO ENDNGO.COM TALLINN or MARKOEU OU — MARKOEU OÜ is the legal entity that operates endngo.

If you see a charge you don’t recognise, please write to [email protected] before raising a chargeback with your bank. Nine times out of ten we can match the charge to an order in a few minutes — sometimes it’s a family member’s purchase, sometimes a card the cardholder forgot was saved. A chargeback, once filed, takes weeks to unwind even when both sides agree it was a mistake.

Genuine fraud? Tell us and tell your bank — we cooperate fully.

The three most common reasons, in order:

1. The 3-D Secure challenge timed out. Banks usually give you about two minutes to approve in their app or via SMS. If the window expired, restart checkout and approve faster.
2. Billing address mismatch. The address you typed at checkout must match the one on file with your card issuer. Punctuation and house-number formatting matter to some banks.
3. Your bank flagged a digital-goods or cross-border purchase. Some issuers auto-decline first-time digital purchases on a card. Call the number on the back of the card, tell them you’re authorising a charge from endngo, and try again.

If a second card also fails, the issue is on our side — write to [email protected] with the approximate time you tried and we’ll check the gateway logs.

Publishers often sell the same game at different wholesale prices in different parts of the world — an EU key is one product, a US key a different one, a Latin-American key a third. To keep that pricing system intact, each key is technically restricted so it only activates on a platform account registered in a supported country.

Steam, for example, checks the country on your Steam account against the key’s region code. If they don’t match, you get an “this product is not available in your region” message and the activation is blocked.

We surface the supported region on every product page, in a panel above the buy button, and we run a country check based on your IP — if the page detects you’re browsing from a region the key won’t work in, you get a yellow warning before you can add it to the cart. Read it before you buy and you’ll never see a surprise.

No — we hard-block add-to-cart on region-restricted SKUs when we know the buyer is outside the supported countries. It looks paternalistic, and we get a complaint about it every now and again, but it exists because the alternative is worse: you pay, the key arrives, the publisher refuses activation, and we’re both arguing about a refund on a key the platform already saw.

What to do instead: search the same game on the catalogue and look for another listing — many titles have a separate worldwide or multi-region SKU at a slightly higher price. Those activate from anywhere.

If you genuinely live in a supported country and our IP detection got it wrong (VPN, travelling), write to [email protected] with proof of residence and we’ll unblock manually.

Wholesale price. Publishers set the price they charge distributors region by region, and the gap can be wide — sometimes 30% or more on the same title. We don’t set those prices; we pass them through and add a small operating margin on top.

So when you see an EU key listed for less than the US key on the same product family, that’s the publisher’s decision showing through, not a discount we’re running. The corollary: the cheapest regional variant is almost never the one that activates everywhere. If you live in the US, an EU-only key will save you nothing because it won’t redeem on your account.

Read the region panel on the product page before you buy. If you’re unsure which variant fits your account, write to [email protected] — we’d rather answer the question in advance than refund the wrong key after.