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, United Kingdom, Canada, and European Union. 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 or by email email@example.com for a full refund.
- If you are US/UK/CA/European Union-based and a reasonable amount of time has passed since your order with no code, please check your promotions folder and spam filter. Also, it is possible that our system is having an outage. This is quite rare, but possible. Please reach out via our ticket form or by emailing firstname.lastname@example.org, 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 you haven’t received a code OR an order confirmation AND the charge shows as pending, it is likely your order failed, especially if you received an error message while attempting to purchase. Open a support ticket with us and we can help you confirm if this is a temporary hold placed by your credit card company, and your order did not complete.