Identify which code you are using and on which screen. Access, chest and prize codes have different functions. Even a valid code may fail if entered on the wrong screen.
Check the destination
- Rewards sign-in: emailed access code at login.
- Opening a chest: code of the same level or colour.
- Redeeming a prize: Rewards → Canjear premio (Redeem prize) in the broker.
- Deposit bonus: check conditions and the coupon guide.
Review the message and details
| Situation | Check |
|---|---|
| Invalid or missing code | Compare with the original, characters, extra spaces, account and destination. The message does not identify every cause. |
| Expired | Check its validity. Opening codes last three days; do not automatically apply that period to email access or all prizes. |
| Already used | Check prizes and benefit status. If you do not recognise the use, contact support. |
| No tienes códigos para este cofre | Check level and chest. Having another type does not unlock this chest. |
| Disabled button | Check sign-in, fields and instructions. In the empty form, Validar and Canjear are disabled. |
These cases help interpret the issue; report your account’s exact message.
If the opening code expired
Check validity before retrying. The reviewed guide does not promise automatic reactivation or replacement. If you dispute the expiry, request review with the receipt date and screenshot.
What to send support
State code type, chest or prize, date and time, full message and screen used. Provide prize details only through official support when requested. Do not publish prize codes or send login codes, Google Authenticator codes or passwords.
If it failed during an opening, check Mi perfil before repeating: the result may be there.
See also: support · missing codes · access · opening chests · redeeming prizes.
References: official guide, chests and broker panel, consulted on 11 November 2026.