Digital Gaming FAQs

Digital products – what you need to know

You can now buy digital products on Tesco Direct that can be downloaded straight onto your console. These come in three forms:

• Full game download, with digital points which can be used against games like FIFA 17

• Currency that can be redeemed against a game

• or a DLC (downloadable content) where there is also the option of a season pass for extra maps, weapons, characters etc.

How do I buy?

All you need to do is add your digital product to your basket, pay for it at checkout and within the hour we’ll aim to email you a redeemable code. Make sure that you select the right item for your console, as once downloading has started, we can’t refund or accept a return unless it’s faulty.

How do I download?

Once you’ve got your redemption code via email, you’ll find that it’s 25 characters long, includes both numbers and letters and is separated into five blocks of five characters. You can enter the code from your console or from your online Xbox account on the internet. Need more help? Why not Click here for a quick ‘how to’ video on downloading?

How do I redeem my code in my web browser?

Click on this link https://account.microsoft.com/billing/redeem?#/. First, you’ll need your Xbox Live email address and password to hand so you can sign in. Then simply type in the code and click to redeem your product.

Frequently asked questions:

Where is my code?

• After buying your digital product, you’ll receive an email to confirm your order and payment. Within the hour you should receive a second email from tesco-orders@yourdigitaldelivery.com with your digital redemption code. The email account should be the same one as the one you use for your Tesco direct account. If you don’t receive an email in your inbox, please check your junk /clutter /spam folder as well. Still no sign? Call our customer services on 0800 323 4050 / 0330 123 4050 between 8am and 11pm Monday – Friday, and 8am and 6pm on the weekend. Please be aware that there may be a hold up in releasing your code if your bank performs additional security checks. We need to receive payment at our end to get things going.

My code does not seem to be working, what do I do?

• First off, we suggest you click here to see some common error codes that may sort things out.

Still not working? Click here to go straight to Microsoft’s website and you can:

• Request a call back

• Talk on live chat, or

• Talk to an expert on Twitter.

The Microsoft helpdesk team is usually quick to get to customers, but you may need to wait a bit longer during peak times. Faulty codes are extremely rare, but they will be able to access your gaming account and help to sort out any issues. Unfortunately, Tesco customer services does not have this access which is why we point you to the Microsoft team who will be able to help.

I have my code but it is taking a long time to download?

• Depending on your internet connection and the file size, the length of time to download will vary. Some of the digital files can be very large so we recommend that you download via Wi-Fi.

I live outside the UK, will my code work?

• All codes work worldwide, except for Currency codes

Tesco’s website states that these products are excluded from the Tesco change of mind policy?

• That’s right. Double-check that you’ve selected the right product for your console or game, as once you pay for the code and it starts downloading, we can’t stop the download or the transaction.

On the checkout page, it does not allow me to amend the email address

• Unfortunately, we don’t offer a gifting service and the code can only be sent to the email address linked to your Tesco Direct account.

Can I buy a code over the phone?

• Not right now. The only way you can buy a digital code is via Tesco Direct or in participating stores.

Is there an expiration date on the code?

• There are no expiry dates on the codes, unless it’s part of a promotion or specific offer.

What happens if I lose my redemption code?

• Tesco can’t reissue a code if it’s lost, so keep it in a safe place and redeem it as soon as possible; If you have bought your digital product online and been sent an email with the code , we recommend you save it for future reference; for an in-store purchase, the code will be marked on the receipt and presented to in a product wallet, so hold onto this until you redeem the product.

I bought my Digital download from a Tesco store and it does not work. What should I do?

• It is the same process as if you bought it online. Click here to go straight to the Microsoft website and select:

• Request a call back,

• Talk on live chat, or

• Talk on Twitter to an expert.

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